Customer Service Team Leader
Role: Customer Service Team leader
Location: Home Based
Term: Permanent
Salary: GBP23,000 - GBP24,000 + OTE GBP6,000
The role of the Customer Service Team Leader is to lead, develop and manage a team of Customer Service Advisors in a fast paced Utility Service Provider industry, in the North West/Manchester
The role will work alongside campaign managers, Operations Manager and Heads of Department.
The Customer Service Team Leader will develop the Customer Service Advisors in all skill aspects including but not limited to root cause analysis and applied coaching to ensure accuracy across the department.
The role works with partner stakeholders to ensure that day to day expectations and requirements are met with all deliverables executed on time and to a high standard.
Accountabilities & Deliverables
Demonstrates an awareness of campaign specific products and services
Applies Service Excellence knowledge and influence across the business unit
Works effectively as an individual and as part of a team
Challenges inappropriate behavioural practices recognising this is key to the success of the business
Maximises results opportunity through building and maintaining effective working relationships with Operational and Support areas
Works effectively and creatively to achieve targets through managing trends and continuously improving processes and ways of working, confident to test new ways of working to engage our people
Keen to learn new skills whilst enhancing existing capabilities
Is committed to continuous improvement and leading by example
Manages delivery of own workload as well as tactical and day to day tasks whilst prioritising according to impact analysis, contractual service level agreements and the overriding Customer Excellence Strategy
Person Specification
Self-motivated and able to work both independently and as part of a team
An effective leader of people
Communicates and presents comfortably at a high level - both written and verbally
Experience in similar Customer Service or Contact Centre Team Leader roles within contact centres is essential
Comfortable in remotely managing your team
This is a homebased role but possibly site based in the future
Please apply online for an immediate interview!
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting you CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, your personal data will be held on our secure internal CRM system for a maximum period of 48 months. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 48 months inactivity your CV will be deleted permanently from our database
Location: Home Based
Term: Permanent
Salary: GBP23,000 - GBP24,000 + OTE GBP6,000
The role of the Customer Service Team Leader is to lead, develop and manage a team of Customer Service Advisors in a fast paced Utility Service Provider industry, in the North West/Manchester
The role will work alongside campaign managers, Operations Manager and Heads of Department.
The Customer Service Team Leader will develop the Customer Service Advisors in all skill aspects including but not limited to root cause analysis and applied coaching to ensure accuracy across the department.
The role works with partner stakeholders to ensure that day to day expectations and requirements are met with all deliverables executed on time and to a high standard.
Accountabilities & Deliverables
Demonstrates an awareness of campaign specific products and services
Applies Service Excellence knowledge and influence across the business unit
Works effectively as an individual and as part of a team
Challenges inappropriate behavioural practices recognising this is key to the success of the business
Maximises results opportunity through building and maintaining effective working relationships with Operational and Support areas
Works effectively and creatively to achieve targets through managing trends and continuously improving processes and ways of working, confident to test new ways of working to engage our people
Keen to learn new skills whilst enhancing existing capabilities
Is committed to continuous improvement and leading by example
Manages delivery of own workload as well as tactical and day to day tasks whilst prioritising according to impact analysis, contractual service level agreements and the overriding Customer Excellence Strategy
Person Specification
Self-motivated and able to work both independently and as part of a team
An effective leader of people
Communicates and presents comfortably at a high level - both written and verbally
Experience in similar Customer Service or Contact Centre Team Leader roles within contact centres is essential
Comfortable in remotely managing your team
This is a homebased role but possibly site based in the future
Please apply online for an immediate interview!
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting you CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, your personal data will be held on our secure internal CRM system for a maximum period of 48 months. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 48 months inactivity your CV will be deleted permanently from our database