|Salary||£12.35 per hour||Sector||Professional & Admin|
Team Leader - Role objective:
Working within the HR and Payroll Team , to manage, develop and support a team of Customer Services Advisors and Administrative Support Assistants responding to requests for information, advice and services delivered by electronic means, principally over the telephone.
Team Leader - Key accountabilities:
To work with other members of the HR and Payroll Customer Service Team in support of the planning and development of future operations.
To monitor and manage the changing needs of the service, making recommendations for service improvement and implementing those improvements to the satisfaction of customers.
To liaise effectively with both Customer Service Centre based staff and representatives of other service/departments/organisations associated with the CSC.
To undertake the induction, training and development of the team and manage, monitor and report on the team’s performance.
To uphold the departmental equal opportunities and health and safety policies, ensuring their understanding and implementation by staff for whom you are responsible, if appropriate.
To undertake the duties of a Customer Service Advisor as and when required.
Customer Service Team Leader - Experience:
Ability to demonstrate the skills required for effective supervision of a contact centre team.
Good written and verbal communication skills, both with internal and external customers and staff.
Experience of working in a customer service environment.
Ability to continuously learn new processes and develop appropriate skills.
A level of numeracy and literacy which includes the ability to work with decimal points and the ability to sort alphabetically.
Ability to work independently and make effective decisions
Ability to recruit, select, induct, appraise, train, supervise and motivate staff.
Ability to use initiative in a busy and changing environment and in devising and using office systems.
Understanding of the need for confidentiality and compliance with service regimes.
Duration: min 6 x months