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Customer Services Team Leader

Posted 12 October by First Recruitment Services Limited Ended

Our superb client is seeking an additional Customer Service Team Leader due to company growth.

The Role
To assist and deputise for the Supervisor in supervising a customer facing (phone based) team and ensure delivery of associated products and strong Customer Service.

CHALLENGES
People Management - assists the Supervisor in managing specific team to meet the overall objectives and develop team members
Systems - maintains knowledge and identifies system limitations to contribute to future development
Relationship Management - maintains relationships with internal departments and external suppliers in order to meet the objectives of the department

KEY DUTIES
People Management
• Assists the Supervisor in managing the day-to-day issues within their team
• Escalates all employment related issues to the Supervisor including absence management, performance management, and advice on Employment legislation
• Assists the Supervisor in monitoring the SLAs for their team including realignment of resource as required
• Conducts probationary reviews for new starters and PDPs for established staff, ensuring that team members clearly understand objectives, achievements and development plans through the PDP process
• Responsible for quality control and monitoring employee performance, providing coaching where required
• Motivates the team through the use of fair and consistent guidance and support and effective communication
Systems
• Maintains an appropriate level of knowledge of all systems
• Identifies system limitations and escalates to management to contribute to future development
Relationship Management
• Develops and maintains positive working relationships with all internal departments
• Deals with and resolves or escalates queries from internal and external third parties where appropriate

KNOWLEDGE / SKILLS
• People management experience
• Customer services experience
• Excellent communication skills
• IT literacy
• Time management and prioritisation skills

LEADERSHIP STANDARDS
• Results Focus
• Impact and Influence
• Team Leadership
• Teamwork and Collaboration
• People Development
• Customer Focus

Superb opportunity to join one of the best employers around
37.5 hour working week
First Recruitment Services is acting as an Employment Agency for this Vacancy

Reference: 33533541

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