Supporting the Operations Manager in leading our internal Customer Support department to achieve agreed KPI’s whilst adhering to standards & policies set out by the business.
Client Details
Based in Sevenoaks, the company is a well-established entity undergoing a lot of expansion at this time and is seeking an experience customer service team leader to join their team to cover a maternity contract of 1 year.
Description
The main responsibilities:
* Be the point of reference and support for the team
* Training and ongoing coaching of new and existing employees
* Holding and documenting probation & periodic performance reviews
* Ensuring Rota and absence policies adhered to and absence /timekeeping issues are recorded accurately via People HR
* Ensuring Customer Support’s KPI’s are met by utilising cover / shift patterns / holiday / leave
* Screening / Interviewing and selection previewing of potential new candidates
* To be the subject matter expert for all department procedures and policies along with any project involvement
* Run regular and ad hoc reporting make sure all team members are meeting the departments required KPI’s both in administrative tasks and telephony requirements
* Communication and preparation of team tasks and meetings
* Liaising with other Team Leaders to ensure equal distribution of information and support cover is provided where and when possible
* Management of all administrative tasks required within delinquency management
* Recommend potential procedure changes by collecting information and suggesting change to the Operations Manager
* Liaising closely with other departments as necessary
* Adhering to company policies and procedures and maintaining updated documentation
* To keep up to date with the company’s products and policies
* To present the company in a professional and confidential manner at all times
* To pay due care and attention to your own and others’ health and safety at all times
* Be responsible for full department management in absence of the Operations Manager
Profile
The successful candidate:
* Previous experience working with vulnerable customers is essential
* Able to start ASAP as covering maternity.
* Demonstrable experience of managing high performing teams, or leading within a senior role
* Good team player, flexible and able to work on own initiative
* Strong interpersonal skills, able to establish effective working relationships at all levels
* Comfortable identifying and raising issues, particularly where driving good outcomes for customers are concerned
* Demonstrates a sense of urgency and good work ethic
* Ability to work with competing deadlines and priorities
* Resilient, not derailed by a setback and returns to a high level of performance quickly
* Excellent customer service skills and awareness of the importance of the customer
* Comfortable and competent with MS Office
* Professional and well presented
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Job Offer
* A competitive salary
* 1 year FTC with a quick start date
* Office hours are between 8am-7pm; Saturday 9am-1pm (time off in lieu), you should complete 7.5 hours a day, covering core working hours to best support your team members
* A supportive and collaborative company culture
* Hybrid working available after training completed (3 days in the office as a minimum)