Our client based in Bishop Sutton are looking for a Customer Excellence Evening Team Leader to join their team.
*Supporting the department in the absence of management where required.
*Completing Ce representative responsibilities within the dept & meeting required KPI’s.
*Support Customer Excellence performance throughout the shift, ensuring workloads and resources are effectively managed to achieve a consistent service level performance.
*Support the department manager with New Starter training, plus ongoing coaching, training and providing guidance within the department, to enhance performance & feedback regularly to all members of the team.
*Identify areas of performance or procedures that may not meet business standards and take necessary steps to investigate & implement improvement solutions.
*Champion a culture that demonstrates emotional engagement and customer centricity.
*Deliver buzz sessions & critical communications to the department in the absence of the CEM OR AM.
*Identify issues and trends impacting operations and take the appropriate action to resolve/escalate.
*Ensure all administrative requirements are completed within timescales required.
*Provide support and guidance when dealing with complex queries and be the first point of contact for escalated queries.
*Support management with performance managing staff, so to achieve team key performance indicators.
*Ensure all staff have the required tools to effectively fulfil their objectives & deliver a high level of service to customers.
*Understand and use all available management information to monitor workload and productivity; use this information to identify developments and actions to help improve the service provided.
*A proven track record in Customer service & clear understanding of business KPI framework.
*Strong communication skills – both written & verbal.
*Proven track record of working in a time critical environment
*Accomplished Microsoft Office user, technically proficient with a range of other applications.
*Ability to process and interpret management information.
*Have a can-do attitude.
*Positive, motivational & respectful attitude.
*Influential & an effective listener.
*Ability to work on own as well as part of a team.
*Excellent organisational skills
*Articulate and effective communicator.
Salary: £23,500 per year plus benefits
Should this role be of interest to you, please send us a copy of your CV or call Miriam on 01761 235741 for further details.
Simple Recruitment (South West) Ltd is acting as an Employment Agency where this vacancy is concerned.