Customer Care Team Leader
The purpose of this role is that the incumbent will communicate company goals, safety practices, and deadlines to team. Motivate the team members and assesses performance and quality. Provide help to leadership team, including hiring and training, and with clear updates on team performance. Be responsible for reviewing, processing and monitoring numerous aspects of the customer journey whilst maintaining excellent customer service levels. He/she will be required to demonstrate excellent multitasking skills, good time management alongside the ability to work well under pressure.
Responsibilities will include:
* SME for critical customer operations systems to maximise process efficiency and customer engagement
* To identify and bring new standards to operational tasks.
* To supervise the running of a safe and efficient operational, working within clear guidelines to help achieve operational standards and defined outcomes for your responsibility area / shift approach.
* Team Shift/Time Management.
* To ensure current processes established on site are adhered to.
* To drive for a culture of continuous improvement through KPI management and process review.
* Discover training needs and provide coaching
* Carry out staff 121's
* Maintain a Skills Matrix for the team & review regularly
* Identify the need, organise and/or deliver training to develop skills
* Undertake and support employee appraisals and pay-structure reviews
* Undertake disciplinary and related tasks in conjunction with HR support
* Interview, recruit, Induct and monitor new staff through their probationary period
Responsibilities will include:
* SME for critical customer operations systems to maximise process efficiency and customer engagement
* To identify and bring new standards to operational tasks.
* To supervise the running of a safe and efficient operational, working within clear guidelines to help achieve operational standards and defined outcomes for your responsibility area / shift approach.
* Team Shift/Time Management.
* To ensure current processes established on site are adhered to.
* To drive for a culture of continuous improvement through KPI management and process review.
* Discover training needs and provide coaching
* Carry out staff 121's
* Maintain a Skills Matrix for the team & review regularly
* Identify the need, organise and/or deliver training to develop skills
* Undertake and support employee appraisals and pay-structure reviews
* Undertake disciplinary and related tasks in conjunction with HR support
* Interview, recruit, Induct and monitor new staff through their probationary period