At a Glance
- Tasks: Lead and inspire a team of customer service agents to deliver top-notch support.
- Company: Join an award-winning financial services company with a vibrant culture.
- Benefits: Enjoy competitive pay, career development, and a supportive work environment.
- Other info: Great opportunities for personal growth and team collaboration await you.
- Why this job: Make a real difference by enhancing customer experiences and leading a dynamic team.
- Qualifications: Experience in customer service and strong leadership skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Your new company An award-winning Financial Services company based in the Nantgarw area.
Your new role Working as a Team Leader in the Customer Services team, you will lead a team of 10 agents.
Role overview The Customer Services Team Leader will monitor and supervise the work of a customer services team, to meet and maintain department performance and quality standards.
To analyse monthly performance reports against agreed metrics, monitor performance and quality in line with departmental objectives and identify and implement training needs of team members.
To deputise for the Contact Centre Manager in their absence.
Role deliverables* Manage and motivate team members in order to maintain and improve service and standards, and to work effectively to achieve team and organisational goals* Monitor staff performance; carry out monthly appraisals and be responsible for supporting the personal development of employees within the team by identifying and implementing training needs* Act as a point of referral for team members, providing specialist knowledge and/or handling escalated customer calls and raising any feedback and complaints where appropriate* Depending on the objective of the specific role, analyse procedures and processes to identify areas of improvement in relation to either call handling / administrative tasks.
Make sound improvements in relation to improving these processes* Motivate team members and act ...
Contact Details:
Hays Specialist Recruitment Limited Recruitment Team
