Are you a Customer Service Advisor looking for the next step in your career? Or a Team Manager looking for a new and challenging role for 2020?
We have a excellent Team Leader role with our client in Co Westmeath. CIP or APA Qualified or working towards accreditation essential.
You will be responsible for leading a team of either Customer Service Agents or Claim Handlers and ensure a professional and customer-focused work environment which fully engages their team to deliver.
Ensure key performance information is captured and shared with the line manager and members of the team, as agreed, to assist with performance management
You will ensure that you maintain an open channel with your team to receive feedback and share information which the company wishes to disseminate to its employees
Supporting the overall Employee Scope score and participating in actions identified in the survey
Ensuring company performance management tools are used to maintain and develop direct reports, including objective setting, monitoring and appraisals.
Provide coaching to direct reports to unlock their potential, supporting them with access to appropriate training and development opportunities.
Identify key team members to provide cover and potential role succession
Identifying and arranging relevant training for all team members which meets business and regulatory needs.
Regularly monitor workloads and identify issues to the line manager for action
Create an environment which is considered a 'great place to work' because of its positive working atmosphere and high level of employee engagement
Holding monthly one to ones with team members and a structured, effective team meeting
Operate a flexible approach to sharing resources, especially with the wider team e.g. to handle peak demand or sharing tasks across teams
Ensure effective management and monitoring of all employee relations issues, including absence, disciplinary and performance issues in conjunction with Human Resources
Follow procedures set out in the employee handbook and as communicated by the line manage
Understand and support customer scope targets and actions to achieve required levels of customer advocacy
Share ideas for improvement with the line manager
Provide recognition and coaching to team members based on both internal quality assessments and external customer feedback
Respond to all forms of customer and client feedback with recommendations and by implementing agreed actions
Carry out call and work monitoring from time to time when team members require additional coaching based on feedback
Support the team by handling customer contact in escalated situations, and / or directing them to another member of the team with the appropriate skill level to assist
Ensure the team understands its own performance by sharing key indicators
Adherence to the Treating Customers Fairly guidelines where applicable
Responsible for the management of authorisation levels within the team and in own decision making
Considering the impact of your decisions and ensuring that they deliver the right customer experience, whilst remaining cost effective and compliant with business and regulatory procedures
Supporting objectives to reduce leakage levels and overall cost Support the Contact Centre Manager to build roster and shift patterns that match the needs of call profiles
Creating and maintaining a culture of continuous improvement
Skills and Experience :
CIP / APA qualified or working towards accreditation
Excellent level of customer focus
An excellent communicator, capable of influencing and asserting opinion at all levels
Proven experience as a team player, capable of operating effectively within a senior cross-team management function
Good communication skills - comfortable presenting to employees
Good planning and organisational skills
Good IT skills, and understanding of contact or claim centre tools and systems
Previous experience in a similar role is desirable, but not essential
Understanding of Irish & UK regulation including Treating Customers Fairly
A track record of delivering results as a team leader / manager is desirable
People management experience / skills is desirable
A high degree of drive and commitment is a must in this challenging role
Ability to demonstrate a highly professional work ethic and positive attitude
Working Hours :
Flexibility for shift work and weekend work essential for this role