Customer Excellence Evening Team Leader

Posted on Mar 06, 2019
Description

Our client based in Bishop Sutton are looking for a Customer Excellence Evening Team Leader to join their team.

Responsibilities:
*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.

Requirements:
*A proven track record in Customer service & clear understanding of business KPI framework.
*Strong communication skills – both written & verbal.
*Analytical ability.
*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.

Essential Skills:
*Positive, motivational & respectful attitude.
*Influential & an effective listener.
*Ability to work on own as well as part of a team.
*Excellent organisational skills
*Solution driven.
*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.

Job Summary

Reference
895656_1551876512
Category
Call Centre and Customer Service
Job type
Permanent
Location
Midsomer Norton , Somerset
Salary
Up to £23500 per annum
Description

Our client based in Bishop Sutton are looking for a Customer Excellence Evening Team Leader to join their team.

Responsibilities:
*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.

Requirements:
*A proven track record in Customer service & clear understanding of business KPI framework.
*Strong communication skills – both written & verbal.
*Analytical ability.
*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.

Essential Skills:
*Positive, motivational & respectful attitude.
*Influential & an effective listener.
*Ability to work on own as well as part of a team.
*Excellent organisational skills
*Solution driven.
*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.