2 x Team Leaders - £25,000 - Kenilworth

Groomfield Recruitment Ltd
£25,000 per annum
30 Aug 2017
05 Oct 2017
Contract Type
Full Time

Groomfield Recruitment is working on behalf of their valued and prestigious client based in Kenilworth, they are looking to recruit 2 x Team Leaders to start immediately on a permanent basis.

The Customer Service Team Leader will report directly to the Contact Centre Manager. You will be responsible for managing a team of 13 each.

The main responsibilities are as follows:

  • To provide a high level of management to direct reports (a team of agents handling Complaints and Customer Service escalations)
  • To ensure that all direct reports are upskilled and have adequate knowledge to complete their role at the best of their ability
  • Be responsible for delivering high quality service by supporting, managing and developing the Complaints process, ensuring a smooth process for our colleagues and customers
  • Ensure complaints are handled through to resolution within agreed SLAs
  • Assist the Offshore team with complex queries in a timely manner
  • To cross pollinate with all departments to provide seamless process to deliver our vision
  • To deliver innovative and proactive service improvements
  • Have excellent manager skills demonstrating through coaching and daily interactions
  • Have the ability to Influence effectively across the Business and work under pressure whilst delivering on all SLA’s and KPI’s to a high standard
  • Work with CAB (Citizens Advice Bureau) and attend CAB meetings
  • Work with WNS to upskill and reduce escalations

It is essential that the successful applicant has the following skills and experience:

  • Call Centre management experience
  • Previous experience in a similar environment
  • Experienced leader in Customer Services with a can do attitude
  • Be highly motivated, energetic and an inspirational leader and team player
  • Excellent time management skills
  • Ability to implement change and identify opportunities
  • Great accuracy and attention to detail
  • Policy and process driven to deliver excellent service
  • Demonstrate ability to provide the right environment for personal development and job satisfaction
  • Passionate about delivering solutions and leading people
  • Manage relationships
  • Work in a fast paced and pressurised environment, dealing with a high volume of calls
  • Be flexible, as the role will require you to work shift patterns between (8am-8pm), 7 days a week

Working - hours - Monday to Saturday 8.00am - 8.00pm

Salary - £25,000

**Please note due to the high volume of CV’s we receive, if you do not receive a response within 5 working days, please assume on this occasion you have been unsuccessful**

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