Customer Service Team Manager ( Contact Centre)

We are currently recruiting for a Customer Service Supervisor / Team Manager / Team Leader to work at our clients prestigious site in Peterlee. Our client is a world leader in providing professional outsourcing solutions to large businesses, offering a consultative approach and information and technology expertise to enhance its client's business performance

The Customer Service Supervisors main objective is to supervise a team of front line customer service advisors, whose task it is to support customers personal loans. The role will see you ensuring that all customer calls are handled professionally and courteously in accordance with Company policies and procedures and within defined service level agreements. 

Responsibilities and tasks include

• Being accountable for the teams performance
• Motivate and drive a team of enthusiastic representatives to exceed client expectation.
• Day to day supervision of a team of customer service advisors managing support for for new loans within a 7 day multiple shift working environment.
• Ensure quality standards are maintained, improved and remain compliant with FSA requirements
• Meet the requirements of the Training and Competence Scheme under the supervision of the approved person.
• Carry out FSA coaching sessions to ensure agents continue their knowledge of FSA processes.
• Carry out sales coaching sessions to develop representative’s sales skills.
• Identifying training and development needs and maintaining records required by the T&C scheme.
• Take escalated calls outside of  Support Team opening hours
• Provide back-up support to representative and (Deputy) team leaders to ensure turnaround is met.
• Provide cover for other Supervisors / Managers in times of absence.
• Work with senior managers on new business initiatives and implementations, which have an impact on the organisation.
• Act as the communicator, channelling account and organisational information to all staff in own area of responsibility.
• Demonstrate a pro-active leadership style encouraging and motivating employees to participate in enhancing the business.
• Address and resolve employee issues, concerns and suggestions.
• Administer performance reviews and actively participate in Career Development Planning of team.
• Suggest and plan recognition, bonus and salary increases.
• Monitor calls to ensure excellent customer service

The ideal candidate will have/should be;

• Knowledge of the personal lending industry                
• Previous experience of monitoring advisor to specific targets
• Ability to supervise staff in an empowered team environment
• General experience of financial services industry
• A Customer focus mentality.
• Excellent communications
• Effective team leader and player.
• Responsible and trustworthy
• Self-motivated and accustomed to using own initiative.
• A "CanDo" approach.
• Ability to make decisions within area of responsibility.
• Focus on the achievement of goals and targets.
• Contribute ideas within a culture of continual improvement.
• Self developer
• Proactive approach.

The role is to work on average 37.5 hours per week and will involve shift work. Candidates must be flexible and be able to work between the hours of 8am and 10pm Monday - Sunday on a rotating basis.

Furthermore the successful candidate will need to undergo a CRB check.

In addition we can offer investment in further progress by means of access to a learning programme as well as a unique incentive package.