Customer Service Team Leader

  • Location:

    Manchester, Greater Manchester

  • Sector:

    Call Centre

  • Job type:

    Contract

  • Salary:

    Negotiable

  • Contact:

    Daniel Warburton

  • Contact email:

    Daniel.Warburton@search.co.uk

  • Job ref:

    Req/548613

  • Published:

    6 months ago

  • Expiry date:

    2020-02-15

  • Start date:

    16/01/2020 13:09:07

Customer Service Team Leader
Fixed-term contract - 6 months
Pay Rate: £12 - £14ph DOE
Location: Manchester City Centre

Start Date: ASAP

Are you looking for a work life balance?
How does 4 days off sound?
Are you looking to join a global brand?

Shifts: 2 days, 2 nights
Hours:
* Day shifts - 7am-7pm x 2 days,
* Night shifts - 7pm - 7am x 2 days
* Then 4 days off

Your responsibilities include:

* Managing the day to running of the team,
* Coaching, supporting and ensuring service expectations are met.
* You will deal with any escalated queries and ensure each advisor is performing in line with their individual targets
* Keeping in line with SLA of the department
* Performance, productivity and quality of the team
* Performance management of agents
* Performance reviews.
* You will be responsible for achieving department KPIs and respond to queries within customer promise and SLAs
* Creating a positive working environment and a culture of diversity and inclusion within the team.

What you will need:

* Strong interpersonal skills
* Ability to multi-task
* Recent experience managing a Call and Contac team
* Strong coaching and development skills
* Ability to exercise sound, independent judgment
* Effective communication skills, both oral and written
* Effective leadership skills

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age