Customer Service Team Leader

Posted 5 April by First Personnel Easy Apply


This is a fantastic opportunity for an experience hands on team leader to join a business which will help and shape the Customer Service Department. The business are an up and coming organisation within the financial technology sector, it has a unique position in the market place and potentially could be the next big thing! If you're looking for an exciting challenge this could be just what you're looking for. To succeed in this role you will need to be a positive and intuitive person how is able to display flexibility, adaptability at all times in response to a challenging and changing environment. This is an incredible opportunity for an individual who has passion for technology and has the drive and enthusiasm to create a strong, energised team.

[ The role ]

- Have a full understanding of the business, its product, services and its strategy at all times

- Strategically lead, manage and develop a team of up to 8 Customer Service agents to ensure they are capable of delivering consistent service excellence

- Take personal accountability and manage team performance to ensure team targets, KPI's are met

- Conduct regular 121's, performance reviews and team meetings

- Provide the team with regular coaching, training and training materials to maintain knowledge and ensure consistency

- Be accountable for team engagement through leading by example

- Prioritise and manage work streams/staffing levels to ensure optimum productivity

- Document an up to date knowledge base

- Establish the best ways of working and drive continuous operational and customer satisfaction improvements

[ Skills and experience required ]

- Previous team leader or team management experience within a Customer Service/Contact centre environment

- Natural leadership skills with a hands on approach

- Proven ability in improving team performance through coaching and development

- Previous experience of working in a fast paced heavily regulated and process driven environment

- Well organised, with the ability to multi task, prioritise and manage competing demands

- Strategic thinker, creative and flexible - ability to present concepts in a simple clear way

- Strong people skills with an ability to influence at all levels

- Ability to drive continuous improvement

For more information please contact Mike at our Coventry office and apply ASAP.

Reference: 34836622

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