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Call Centre - Team Leader

Employer
Adecco
Location
Corby, Northamptonshire
Salary
£22000 - £25000/annum
Closing date
2 Dec 2020

View more

Job Sector
Customer Service
Contract Type
Permanent
Hours
Full Time

Job Details

We have an excellent opportunity to work for a leading global brand.

They are looking for a Customer Service Team Leader to manage a new team looking after their North American Customers. Your role will be to supervise, lead and support the day to day activities of a team of Customer Service Advisors. To ensure that customer calls are dealt with efficiently and effectively

The successful candidate will have previous Team Leader experience, must be able to plan, organising and prioritise workload.

Location - Corby
Salary - £22K to £25K
Hours of work - 1:45pm to 10pm Monday to Friday
Free parking
25 days holiday increasing with length or service
Subsidised canteen and free tea & coffee
Company Pension SchemeYour duties would include:

Ensure that there is adequate staff available to cover peaks and troughs
Control timekeeping, absence and holidays within the team ensuring adequate cover is available.
Monitor and maintain department service level goals by ensuring customer service advisors meet phone accessibility standards
Coach, delegate, evaluate and continually train each Customer Service Advisor.
Build and lead a strong and motivated team to achieve set/agreed targets whilst maintaining quality standards.
Feedback to team members on performance levels by monitoring, analysing statistical reports and providing monthly performance profile, individual and team
Identify training needs within the team
Identify system and procedural problems within the Call Centre suggest solutions and recommend change
Effectively resolve complex customer complaints by using interpersonal skills together with the knowledge of the Company infrastructure in order to rebuild customer confidence
Maintain high level of confidentiality when dealing with personal issues within the team
Attend and participate in team meetings
Train all aspects of the role to new customer service advisors.You will have the below skills/attitudes:

Customer Focused and understand the customer service environment
Leadership and people Skills
Excellent communication and telephone skills
Problem solving / decision making
An eye for detail
Ability to work under pressure and be flexible
Windows / Outlook, Microsoft Word and Excel

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser

Company

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website

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