Customer Service Advisor£20,000 Annual salary Borehamwood A well-established company who are a leader in their market, are looking for a Customer Service Advisor to join...
Customer Service Team Leader
Do you want to work for a global brand? Do you have strong leadership skills and wish to join a team where you can add great value? If yes then this role is for you!!!Purpose of the Role· Support the Helpdesk manager in the provision of world class customer experience for partners and customers · Drive team performance; create a get it right time mentality, ownership and accountability to meet KPIs · Support and train Helpline Team members skills and knowledge to deliver their role in full · Provide all team members with the tools systems to do their job · Build relationships internally and externally, be seen to drive collaborative working and efficiency's · Be the cascade point for new initiatives
Duties and Responsibilities· Manage the team to ensure delivery of all KPIs · Drive team performance and teamwork with accompaniments and effective 1:1s · Coach and develop team member skills · Monitor team members performance, to be the best they can be, ensure that all are trained and operate to required standard · Work with Team leader, Manager and cross functional teams in a cohesive and collaborative manner. · Effective communication · Collate daily / weekly & Monthly reporting continuous improvement · Ensure adequate cover for all key roles on the shift · Take ownership of challenges e.g. system and telephone are fed back into the business and resolved in expedient manner · New initiatives are cascaded/trained to the team on time and in full · Attendance and participation project work streams where appropriate, representing Helpline / SHA · Support business changes · Collation of all issues for escalation to HM. · Always adopt a solution-based approach · Seek resolution and cascade back to team. · Cascade out to the wider business where appropriate and be the voice of the team One team · Drive team profile within Operations, field, SC and Sales teams by role model behaviour · Demonstrate ROI for all development courses attended · Actively work on a Personal Development Plan by identifying own skills gaps · Support Team Leaders and line manager with EP/ER processes
The Successful Candidate· Ability to Influence and engage teams · Flexible can-do attitude · Organisation and time management · High energy and drive · IT literate · Ability to understand and translate data · First Line Management · Customer Service working environment · Coaching team members · Managing change The Package· £31000 to £34000 per annum · 10% bonus business dependant · 33 days holiday (including Bank Holidays) · Pension Scheme · Bupa Health Insurance
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