Customer Services Team Leader

Job Overview and Details

An excellent opportunity has arisen for an experienced Team Leader to join a Customer Service team. Working closely with the Customer Service Manager you will maximise the contribution of the team to ensure the achievement of the overall Customer Service. This will be achieved by actively coaching, managing and motivating a team and by contributing to and actively encouraging the generation of ideas in line with the Company’s Improvement Programme.

You will pro-actively manage issues such as attendance as well as identifying training needs and agreeing relevant development and action plans. You will act as a role model for excellent behaviour and performance and, as such, will encourage responsibility, ownership and support amongst agents. Another important aspect of the role is to identify and create improvements in processes in order to achieve operational targets and service level agreements.

Skills and Experience

· You will have a proven track record of managing a Customer Service team within a Contact Centre.
· You are dynamic with strong leadership and motivational skills
· You are enthusiastic and have a pro-active, innovative approach to getting things done
· You have a passion for providing a high standard of Customer Service
· You are a team player with the ability to remain calm during busy periods
· You are able to work well under pressure to meet challenging deadlines and achieve agreed targets
· You have the ability to use your initiative, prioritise workloads and make effective decisions
· You will have energy, drive and enthusiasm as well as a pro-active approach to getting things done
· You possess excellent interpersonal and relationship building skills
· You have strong organisational skills and demonstrate ownership
· You are determined and resilient with good perseverance skills

Location

Surrey

To register your interest in this exciting opportunity please forward you’re current CV detailing existing remuneration package by email to: nick@callcentreassociates.co.uk or by telephone on 020 8514 7400 candidates with suitable experience will be contacted shortly after.