Customer Service Team Leader

Hays Business Support • Temporary • Cardiff, Cardiff, Wales, United Kingdom • £17.95 / hour • 2d ago

Customer Service Team Leader - Nantgarw

The rewards

£17.95 per hour
Hybrid working options available once training is completed: 3 days in office, 2 days from home

Hours

37.5 hours per week, Monday to Friday

The role of Customer Service Team Leader:

Lead a team of 10 agents
Monitor and supervise the work of a customer services team, to meet and maintain department performance and quality standards
Analyse monthly performance reports against agreed metrics, monitor performance and quality in line with departmental objectives and identify and implement training needs of team members
Deputise for the Contact Centre Manager in their absence
Manage and motivate team members in order to maintain and improve service and standards, and to work effectively to achieve team and organisational goals
Monitor staff performance; carry out monthly appraisals and be responsible for supporting the personal development of employees within the team by identifying and implementing training needs
Act as a point of referral for team members, providing specialist knowledge and/or handling escalated customer calls and raising any feedback and complaints where appropriate
Depending on the objective of the specific role, analyse procedures and processes to identify areas of improvement in relation to either call handling / administrative tasks, and make sound improvements in relation to improving these processes
Motivate team members and act as role model for the department and the operations centre's mission, vision and values
Manage and respond to the customer survey responses in a timely manner, providing resolution where appropriate
Be responsible for organising and delegating admin work throughout the team on a daily basis to ensure an efficient turnaround in line with department SLA
Ensure that the Manager's inbox is worked in a timely manner, and to a high standard

The ideal Customer Service Team Leader:

Previous management or team leader experience is highly desirable, ideally experience in leading teams daily in an operational environment
Experience in a Customer Services environment in a call centre or similar environment is highly desirable
Essential to have knowledge and experience of administering purchase products, complaint handling and experience in working autonomously and performing to targets

The company is an award-winning Financial Services company based in the Nantgarw area.

This is a temporary role to start ASAP.

The anticipated duration is 2-3 months, and you will have the opportunity to apply for the permanent post.

Please note - any successful applicants will have to complete a DBS and credit check as part of the onboarding process.

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