Team Leader - Customer Services
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Facilities Management (main)
Team Leader - Customer Services
Monday to Friday - 40 hours a week
Bristol
£25,000 per annum
The Role – Team Leader – Customer Services
Our clients Team Leaders ensure that their team and individuals provide a highly efficient service to every customer. Through effective coaching, mentoring, development and quality management, the Team Leader will develop and motivate their team to achieve and exceed expectations.
Totally unflappable and full of initiative, your focus will be to enable your team to be successful. Always focussed on achieving contractual KPI's, you can address performance challenges in a timely way and ensure that process & quality standards are adhered to. You will be able to use data to analyse performance against targets, KPIs and SLAs and above all ensure that customer service delivery is at the heart of everything your team
Day to Day
- To increase stability through standardisation, embedding consistency in process and operating methodology working with the Operations Manager.
- Managing and leading your direct reports in understanding and delivering business processes and policies. (Conduct and capability)
- Manage, lead, and develop a team to ensure that they satisfy the requirements of the contracts supported
- Provide robust people and team management principles, such as effective leadership, motivation techniques, performance management, quality principles, and development initiatives to ensure that the team meets and exceeds targets and expectations
- To identify opportunities for continual improvement to service delivery, initiating changes to the benefit of the customer, liaising with internal and operational management teams to gain buy in across all departments and service delivery areas
- To ensure that the team are fully equipped to complete their tasks through regular 1:1's, training, coaching and development activities
- To monitor the daily performance of the team, providing timely feedback and acting on poor performance where necessary
- To operate within contractually set service level agreements, policies, procedures, and targets
- Developing, coaching, and training your team and wider stakeholders within the business on the customer journey.
- Responding to escalations to support the customer through to complete resolution, ensuring you and your team take ownership.
- Take ownership for resolving queries and completing the actions required to ensure that all customers receive the highest quality of service
- Take ownership for own performance, receiving feedback positively, taking action where required and identify and apply opportunities to develop and improve skills.
- Responsible for call quality performance across the team by completing individual call quality sessions both side by side and remotely to ensure that all quality measures are adhered to as per your daily, weekly, and monthly KPI targets.
- Responsible for conducting daily coaching sessions for each member of your team to enhance their current skillset and increase performance capability
- Responsible for identifying trends in performance and placing the appropriate measures in place to increase performance in a timely manner including Performance Improvement Plans once all other avenues have been exhausted.
If this position as a Team Leader (Customer Services) is of interest, please apply or call the office on 0208 092 6500.
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