Customer Service Team Leader

Job Ref: 164299
Sector: Customer Service
Job Type: Permanent
Date Added: 03 September 2019
  • High Wycombe, Buckinghamshire, England Knaves Beech High Wycombe Buckinghamshire HP10 9QR
  • £31,000 - £34,000 per Annum
    ANNUM
  • Tate
  • 01895 257931
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Help Desk 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

Tate is acting as an Employment Agency in relation to this vacancy.

Tate
03/10/2019 08:41:44
GBP 31000.00 31000.00