Customer Services Team Leader

Responsive Personnel are pleased to be recruiting a Customer Services Team Leader for our Bristol (BS2) based client.

In this role you will deliver exceptional performance through leading a team of up to 15 agents driving productivity, service levels and doing the right thing for our customers.

Key Tasks and Responsibilities:

Deliver Operational Performance:

• Deliver team and individual KPIs in line with business OKRs
• Handle inbound and outbound calls and resolve escalated customer complaints and queries when required.
• To conduct regular performance and behaviour reviews documenting discussions and performance improvement plans (PIPs) for any team member failing to achieve required performance, agreeing actions and review dates
• Liaise with Work Force Management regarding rota’s, shifts, breaks etc. to maximise adherence and productivity.
• Review working practices and processes and identify improvement.

Embed Compliance:

• Through regular quality monitoring ensure agreed standards are met and all regulatory requirements are delivered

Engage Colleagues:

• To motivate and develop individuals through coaching, feedback and mentoring to enhance performance
• To develop and monitor performance development plans (PDPs) for all team members, identifying and supporting training and development needs
• To manage attendance of team members using HR policies and procedures
• To work as a unified management team to deliver outstanding performance within their team and across the area
• Deliver effective communication and updates through daily huddles, team meeting, and various business media to ensure agents are engaged and informed.

Power our People through technology:

• Ensure self and all team members are equipped to use all tools and systems to maximise efficiency and drive KPI improvements.

Requirements

Essential:

• Computer literate, in particular MS Office
• Sales experience, as required
• Experience in managing people and performance
• Excellent communication skills, written and verbal
• Ability to influence others with strong interpersonal skills and the ability to resolve conflicts
• Strong customer focus
• Excellent organisation, time management and prioritisation skills
• Innovative approach to problems and challenges

Benefits

• Discounts available covering, Lifestyle Savings, Eyecare, Free Online Learning Courses and Live Well Blogs
• An online e-learning platform that you can unlock access to 600+ CPD certified courses
• Receive on-going support from our Employee Assistance Programme through Health Assured for all your health and well-being needs
• Cycle to Work Scheme available
• 25 days Holiday
• 4 x Basic Salary Life Assurance
• Eyecare Scheme
• 5% Pension Employer Contribution
• 5% Pension Employee Contribution
• Up to 10% Performance Profit Share

This is a full-time position

37.5 hours per week with shifts between 09:00-2100

5 days across 7 days a week on rotation

Immediate start