Profile

• Customer Service & Sales Department
• Reporting to the Customer Service/Sales Manager
• Up to 15 Customer Service Advisor - direct reports

Job Summary

The successful candidate will work closely with the Customer Service Manager to ensure the smooth day to day running of a busy inbound telephony customer service environment. They will actively contribute within the Team Leader group to ensure call volumes are managed effectively on a day to day basis. The Team Leader will also ensure the achievement of overall Customer Service and sales within service objectives ensuring staff have the required skills to meet expectations.

Team Leaders within Service will actively coach, motivate and manage individuals within their team, agreeing objectives and measures to deliver excellent customer service.

Duties & Responsibilities

Managing Individuals

• To lead and motivate your team to ensure team objectives are achieved for service and sales within the Customer Service environment.
• To effectively manage a team of up to 15 CSAs including all associated administration tasks
• To be the principle owner of all communication from, into and within the team
• To support CSAs through coaching, side-by-sides and call listening and identify and provide relevant training and support to lever individual agent’s capability and thus improve overall team performance
• Helping team members with new systems and processes by floor walking, query busting and identifying system issues and providing guidance
• To pro-actively manage all attendance issues in accordance with the corporate attendance management policy
• To manage CSAs performance according to the companies performance management system
• To identify training needs and agreeing development and / or action plans where appropriate
• Acting as a role model for excellent behaviour and performance
• To encourage responsibility, ownership and support amongst the agents within the team and where appropriate in other business areas
• To actively deputise where necessary in the absence of the Customer Service Manager

Managing Business Processes

• To perform all tasks following company policy and procedures, including legal and regulatory requirements
• To embrace all prescribed company standards such as TCF for instance and to monitor and act upon team performance to ensure adherence to required standards
• To ensure your team works effectively together to achieve or exceed set operational targets and Service Level Agreements (SLAs)
• To create improvements in business processes by contributing ideas and implementing agreed changes into the team’s day-to-day operations
• Liaising with Resource Planning to ensure calls are answered within agreed SLA’s.
• To ensure process and procedural index is kept updated.
• To actively analyse data to ensure effective decisions are made.
• To ensure Customer Service Team Leader specific duties are carried out within agreed timescales and as per the agreed process and procedures
• Ensuring the Customer Service Process and Procedures are regularly reviewed and updated where necessary and control documentation completed for audit purposes.

Managing the Customer Relationship

• Manages and monitors the resolution of more complex escalated enquiries from external and internal customers
• To actively coach staff to improve their capability to handle complaints to reduce the number of cases requiring escalation