3 x Customer Service Team Leaders Job in Newcastle Upon Tyne, Tyne-Tees Uk

3 x Customer Service Team Leaders

Location
Newcastle Upon Tyne

Salary
£21,000- £27,000 P.A + Bonus

We're looking for...
A Customer Service Team Leader who has experience in line managing a team of agents delivering world class Customer Service to their customer and clients, as well as a strategic role in supporting the other Team Leaders and providing direction and guidance to colleagues.You'll thrive in a diverse environment and will be challenged on a daily basis. You will be passionate about leading, inspiring and developing your team to achieve the best within the organization

What's the role? 
• To supervise the team leading by example, setting the tone of behaviour and motivating and mentoring team members so that each individual attains their full potential
• To be responsible for training and development of new and experienced staff to ensure that the required levels of skills and experience are available to handle complex claims and meet service expectations
• To take part in, and sometimes lead, Department initiatives and Plan items, having a positive impact on service to customers and cost containment for the Company
• To carry out regular 121 meetings to discuss performance and behaviour and to carry out formal annual and half-yearly assessments
• To provide technical and job related support to team members ensuring company standards, procedures and systems and all compliance areas are maintained in line with Treating Customers Fairly, and the TU Claims and Operations Way
• To communicate effectively at all levels with representatives both from within and outside of the Department, along with briefings with team members, and weekly Team meetings with Controller
• To manage the workflow to ensure that team measures are maintained, and identify shortfalls and support other areas of the Department when resource levels require
• To carry out monthly quality management Audits for the purposes of individual assessment and publication of team quality measures against compliance, service and operational issues
• To maintain staff records in line with department and company
• To provide assistance and support to the Team Controller (including deputising in their absence.)

Boxes to tick
• A Proven track record in delivering  the highest level of customer service within a call centre
• Proven Experience in Claims/Personal Injury and Administration around compliance 
• Proven success in coaching, developing, training and analysis of a team.
• Must be fully conversant with the Performance Management Cycle and be able to competently and proactively deliver and lead the process across own area of accountability
• A clear understanding of factors contributing to Customer Satisfaction and how to target and coach staff in increasing performance
• A strong understanding of contact centre management systems and an ability to quickly learn the systems and processes applicable to own area of control
• Team player, consistently in tune with the aims and objectives of the team, works towards team goals and supports other team members/agents
• Able to communicate concisely at all levels, both internal and external
• Ability to build constructive and effective relationships, use diplomacy and tact and able to diffuse even high-tension situations comfortably
• Pursues everything with energy, motivation and enthusiasm
• Reporting abilities in a number of formats i.e. Excel and PowerPoint

What's in it for you?
You'll get to work with a brilliant team and a well known brand, you will be responsible for developing the team to deliver targets whilst keeping morale at its peak, the clients training and personal development programme combined with a range of RD activities will help you continually develop new skills and working practices. A superb salary and benefit package awaits the right candidate.

Apply
If you have a genuine passion within management, you should register you interest with immediate effect to avoid missing out on this exciting opportunity.
Contact: Perdeep Singh on 020 8514 9180 or by email at: perdeep@callcentreassociates.co.uk