Customer Service Team Leader - Inbound Contact Centre

Posted 13 April by CCR Recruitment & Selection Easy Apply

Customer Service Team Leader - Inbound Contact Centre

Available Immediately

Location: Leicester

Salary £22,000 - £25,000 plus excellent benefits and bonus package

ROLE PURPOSE:

To support the Frontline Personnel and ensure that our clients Customers receive the highest level of service against agreed KPI’s with the aim of meeting or exceeding customer expectation on all contacts.

OBJECTIVES:

  • Work within set KPI’s to reduce service level response times, call answer rates and allowance payments
  • To ensure productivity of each individual is at the required standards
  • To escalate issues immediately to the Contact Centre Manager on matters that could be potential risk and escalate to serious issues
  • Identify training and development requirements of the team and ensure that the required training has been delivered
  • Motivate and engage the team to ensure optimum engagement is achieved amongst the team
  • Ensure weekly/monthly call levelling sessions are conducted to ensure consistency and approach to customer service and issue resolution is maintained
  • Ensure 121 reviews are conducted with all team personnel

KEY RESPONSIBILITIES:

  • Directly manage Customer Service Advisors
  • Maintain KPI’s on call handling and service level response times
  • Act as first line escalation for customer issues/complaints
  • Ensure that all customer contacts within the team are conducted in a professional manner and maintain our clients ethos of providing excellent customer service
  • Manage the activities of the team to ensure that all processes are followed correctly and that customers are provided with an accurate and timely response
  • Manage the team including motivation and reward and designing activities relevant to business objectives
  • Coach, mentor and provide performance feedback to the team
  • Conduct daily team briefings
  • Take calls as required during busy periods and to help maintain KPI’s
  • Identify areas for improvement within the team and work with the Team Manager and Process and Compliance Team to bridge any gaps
  • Produce and maintain call handling reports

Required skills

  • Call Centre
  • Customer Care
  • Customer Service
  • Team Leader
  • Team Management

Reference: 34861597

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