A unique opportunity has arisen for a Team Leader within the Customer Relations Team. Are you the type of person who goes out of your way to help others? Is treating others with respect and always doing what you say you will important to you? Are you a hard worker with high standards? Are you able to manage and coach individuals to bring out the best of their abilities? You will need a proven track record in managing and coaching people and delivering results and targets.
The purpose of this role is to ensure the individual delivery of excellent, efficient and focussed customer retention. You will lead, develop and manage a team of consultants to deliver performance that maximises competitive advantage. You will create a challenging, motivational culture and environment, allowing all team members to develop and demonstrate their full potential that facilitates the achievement of business KPI’s and objectives.
Roles and responsibilities
Actively work to create a positive atmosphere, which motivates and provides direction for staff to perform in line with the team and departmental business objectives. Driving the team to hit individual and team targets. Manage and provide positive leadership for staff, including performance management, creating the right work culture to deliver excellent customer care. Set and regularly communicate clear expectations of the appropriate behaviours of individuals through regular and effective coaching To ensure a strong focus on the growth and retention of the phs customer base, to be managed through focus on first time resolution and customer care To manage the people process such as sickness / absence/holidays, discipline and grievance within the given timescales as directed by Company policy. Proactively seek to understand individual Team members needs and act as appropriate to reduce unplanned attrition Perform meaningful monthly 121 sessions with all team members as part of their performance and development. Provide an overall view of each individual Team members contribution to the results of the department e.g. saved conversion rates, quality, and delivery of performance targets. To effectively communicate business strategy and ensure that Team members are fully briefed on new information / products / services, within agreed timescales to carry out their role effectively To ensure that customer complaints/cancellations are resolved promptly to the customer’s satisfaction and handled at the first point of customer interface. To liaise with Sales, Service, Field Customer Relations Team and other relevant departments to minimize cancellations and resolve any queries as appropriate
Encourage teamwork to develop the concept of One Team = One Organisation, taking ownership of challenges regardless of blame. Proactively look for opportunities to upsell customer’s products and services to enhance the customer experience and increase revenue. Assist in the recruitment and induction of new Team members into own Team. Continually seek ways of improving service to customers by ongoing review of processes and procedures, to ensure customers and employee feedback is appropriately utilised to influence and enhance customer satisfaction. To create a Learning & Development culture where teamwork, empowerment and trust are encouraged through coaching, performance management and people development to deliver excellent customer care. Identify training needs and co-ordinate training delivery to enable Team members to achieve their full potential
A highly enthusiastic, ambitious and self-motivated individual with a proven record of managing people and processes in a pressurised environment. Needs to be an excellent communicator with negotiation & conflict skills as well as having a solid customer retention/customer service background.
- Customer Retention
- Customer Service
- Team Leader
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