Team Supervisor
- Recruiter
- Confidential
- Location
- London
- Salary
- Competitive
- Posted
- 11 Jun 2021
- Closes
- 09 Jul 2021
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Team Supervisor
The London visa application centre has re-built a fantastic management team with one more vacancy to fill. Are you the missing piece to the puzzle? Are you passionate about people management and development? Strategic in operation improvements and customer focused? Fluent in French and English? Then apply to join the team as we embark on the amazing journey of transforming the visa application experience for our serving governments and citizens. Our aim together is to support, mentor and develop our staff whilst we improve efficiencies and quality of service to all those who walk through our doors at our amazing new location in South West London. Experience in customer service and operational management is a must along with being fluent in French and English.
Pay: Dependent on experience.
Hours: 40 hours per week.
TLScontact works with governments to provide visa and consular services on their behalf to travellers and citizens. Present in 90 countries, TLScontact operates 150 visa application centres and handles over 4 million visa applications every year. TLScontact is part of Teleperformance Group, the global leader in customer experience management.
Main Job Purpose
To ensure smooth running of day-to-day operations within the visa application centre, supporting customer service agents and identifying key areas of improvement. Line manage a team of staff ensuring regular appraisals and 1:1s are conducted, offering regular support and assisting in professional and personal development. To support the Operations Manager in the organisation of onboarding new hires and implementing relevant training programs.
Key responsibilities
?? Point of contact for customer service agents where applications require escalation due to issues or substantial difficulties
?? Tracking agent performance and intervening as needed to protect and enhance delivery against key service and delivery metrics
?? Support colleagues through advice and mentoring, promoting best practice, sharing information and encouraging team spirit
?? Handle problem customers assertively and diplomatically
?? Support the provision of healthy and safe working environment through good personal and team practices
?? Support VAC initiatives to support the ongoing improvement of business performance, displaying initiative to suggest and implement process improvement methodologies
?? Conduct regular reviews and annual appraisals with staff, ensuring positive achievements are highlighted and areas of development are identified and addressed through continuous support
?? Ensure any serious issues or causes of concern are escalated accordingly to higher level management
?? Conduct regular staff meetings to provide necessary business updates
?? To work with the Operations Manager and HR department in the recruitment selection process and implement the onboarding process and training for new starters
?? Respond to client complaints assertively and precisely whilst ensuring full investigations have been carried out regarding the raised concern
?? Play an active role in encouraging and reporting on our sales add on services
?? Collate data and produce reports as and when required regarding activity and performance
?? Undertake any other tasks or practices as requested by higher management
?? Supportive of the Company Values of Integrity, Respect, Professionalism, Innovation and Commitment
Person Specification
The following range of knowledge, skills and experience are required:
?? Robust knowledge of customer service techniques and principles
?? Supervisory or junior management experience supporting a team working in a fast paced, high pressured environment
?? Proven experience on support and developing staff and successfully reducing quality issues
?? Fluency in French and English is essential, and excellent verbal and written communication skills with an ability to articulate complex situations into precise and easily understandable dialogue
?? A can-do attitude and willingness to go the extra mile when required
?? Strong motivational and tram working capabilities with effective interpersonal skills
?? Patient, professional with an adaptive approach to be assertive where necessary
?? Able to adopt the methodologies of LEAN to ensure effective process improvements
?? Analytical thinking
?? Available to work extended hours from time to time, and at short notice
Desirable but not essential
?? Fluency in any other language
?? Degree qualified or equivalent
Please note TLScontact is unable to sponsor those without permission to work in the UK, therefore any applicant must already have permission to work in the UK.
All successful applicants will need to apply for and pass a Criminal Record disclosure - enhanced level
The London visa application centre has re-built a fantastic management team with one more vacancy to fill. Are you the missing piece to the puzzle? Are you passionate about people management and development? Strategic in operation improvements and customer focused? Fluent in French and English? Then apply to join the team as we embark on the amazing journey of transforming the visa application experience for our serving governments and citizens. Our aim together is to support, mentor and develop our staff whilst we improve efficiencies and quality of service to all those who walk through our doors at our amazing new location in South West London. Experience in customer service and operational management is a must along with being fluent in French and English.
Pay: Dependent on experience.
Hours: 40 hours per week.
TLScontact works with governments to provide visa and consular services on their behalf to travellers and citizens. Present in 90 countries, TLScontact operates 150 visa application centres and handles over 4 million visa applications every year. TLScontact is part of Teleperformance Group, the global leader in customer experience management.
Main Job Purpose
To ensure smooth running of day-to-day operations within the visa application centre, supporting customer service agents and identifying key areas of improvement. Line manage a team of staff ensuring regular appraisals and 1:1s are conducted, offering regular support and assisting in professional and personal development. To support the Operations Manager in the organisation of onboarding new hires and implementing relevant training programs.
Key responsibilities
?? Point of contact for customer service agents where applications require escalation due to issues or substantial difficulties
?? Tracking agent performance and intervening as needed to protect and enhance delivery against key service and delivery metrics
?? Support colleagues through advice and mentoring, promoting best practice, sharing information and encouraging team spirit
?? Handle problem customers assertively and diplomatically
?? Support the provision of healthy and safe working environment through good personal and team practices
?? Support VAC initiatives to support the ongoing improvement of business performance, displaying initiative to suggest and implement process improvement methodologies
?? Conduct regular reviews and annual appraisals with staff, ensuring positive achievements are highlighted and areas of development are identified and addressed through continuous support
?? Ensure any serious issues or causes of concern are escalated accordingly to higher level management
?? Conduct regular staff meetings to provide necessary business updates
?? To work with the Operations Manager and HR department in the recruitment selection process and implement the onboarding process and training for new starters
?? Respond to client complaints assertively and precisely whilst ensuring full investigations have been carried out regarding the raised concern
?? Play an active role in encouraging and reporting on our sales add on services
?? Collate data and produce reports as and when required regarding activity and performance
?? Undertake any other tasks or practices as requested by higher management
?? Supportive of the Company Values of Integrity, Respect, Professionalism, Innovation and Commitment
Person Specification
The following range of knowledge, skills and experience are required:
?? Robust knowledge of customer service techniques and principles
?? Supervisory or junior management experience supporting a team working in a fast paced, high pressured environment
?? Proven experience on support and developing staff and successfully reducing quality issues
?? Fluency in French and English is essential, and excellent verbal and written communication skills with an ability to articulate complex situations into precise and easily understandable dialogue
?? A can-do attitude and willingness to go the extra mile when required
?? Strong motivational and tram working capabilities with effective interpersonal skills
?? Patient, professional with an adaptive approach to be assertive where necessary
?? Able to adopt the methodologies of LEAN to ensure effective process improvements
?? Analytical thinking
?? Available to work extended hours from time to time, and at short notice
Desirable but not essential
?? Fluency in any other language
?? Degree qualified or equivalent
Please note TLScontact is unable to sponsor those without permission to work in the UK, therefore any applicant must already have permission to work in the UK.
All successful applicants will need to apply for and pass a Criminal Record disclosure - enhanced level