Customer Service Team Leader

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Customer Service Team Leader - FTSE100 Global Organisation - Aztec West - £25,000k

We are currently looking to recruit a customer service team leader to work within our fun supportive environment. Responsible for the day-to-day management, motivation and support of the contact centre team, this role is pivotal in maintaining the overall delivery of services to the customer.

General Description of Job

This role leads a team of contact centre agents supporting a fleet management operation. Responsible for the day-to-day management, motivation and support of the contact centre team, this role is pivotal in maintaining the overall delivery of services to the customer. Working against a set of Key Performance Indicators (KPIs) this role will work with the team to deliver routine and ad-hoc services for customers contacting the team. This role will support and motivate each member of the team, providing training, coaching and regular reviews to development them. Activities within the PSC support the wider team as part of a global fleet management service for customers worldwide. Typically handling queries of a varied nature across a realm of services not limited to: Rental Provision, Lease Provision, Incident Management, Scheduled services, IT events and Customer Complaints. This role will support Out of Hours business activities (Evenings / Nights / Weekends and Bank Holidays)

Main Tasks

* Monitor and manage team KPIs in order to achieve targets / exceed targets.

* Liaise with the PSC Manager over KPI performance, and identify and address any areas for coaching

* Produce regular team reports

* Manage team resourcing and attendance management

* Conduct regular 1-2-1s and appraisals

* Conduct monthly call reviews for each direct report

* Host regular team meetings to ensure consistent Customer Service excellence throughout the team

* Establish/maintain regular customer reviews on performance and process

* To ensure Company health, safety and environmental procedures are complied with at all times

* To ensure the fleet operations business achieves its operational strategic objectives

* Ensure escalated support for administrative activities is given to Contact Centre Agents when required

* Be alert to possible fraudulent activity at all times and report any suspicions in accordance with company guidelines

* Identify opportunities for continuous improvement and encourage sharing of best practice

* Ensure full participation in events such as training, formal briefings, and conferences as required

Skills Profile

* Excellent communication skills and the ability to build rapport with the customer

* Friendly , calm and helpful attitude; good interpersonal skills and ability to work well with others

* Ability to identify customer needs and respond appropriately to them

* Excellent oral and written communication skills

* Organised with excellent attention to detail

* Strong accurate keyboard skills

* Good proficiency and navigation skills around a computer

* Excellent telephone manner with a clear speaking voice

* Creativity; the ability to think around problems and come up with creative solutions is helpful

* Ability to work well in a team, with or without direct supervision

* Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during demanding situations

* Ability to prioritise own work streams during critically busy periods.

* Ability to follow processes that allow advisors to provide "right first time" call resolution to the customer.

Skills Profile

* Demonstrates organisation, management, and communication skills

* Demonstrates strong verbal and written communication skills

* Demonstrates ability to adapt and to manage change

* Demonstrates ability to manage a team

* Contribute to performance monitoring

* Demonstrates ability to prioritise and manage own workloads

* Demonstrates ability to produce clear and accurate reports

* Demonstrates strong customer service focus with the ability to build rapport with the customers

* Demonstrates ability to work under pressure