At a Glance
- Tasks: Lead and inspire a team of Customer Service Agents to achieve targets and deliver exceptional service.
- Company: Join the world's leading contact centre solutions provider with a global presence.
- Benefits: Competitive salary, full-time hours, and opportunities for personal and professional growth.
- Other info: Dynamic workplace with diverse opportunities across multiple locations.
- Why this job: Make a real impact by creating a positive and engaging team culture.
- Qualifications: Proven leadership skills and experience in managing teams in a fast-paced environment.
The predicted salary is between 42791 - 52301 £ per year.
Location: Cuprum, Glasgow
Contract: Full-Time, Permanent
Salary: £24,784.50
Hours: 37.5 hours per week
The Role:
You will be responsible for leading, coaching, developing and mentoring a team of Customer Service Agents, enabling them to succeed against qualitative and quantitative targets, whilst ensuring full compliance to all business and client rules and procedures. The successful candidate will be naturally results orientated with exceptional problem-solving skills.
Role Overview:
- Managing a team of Customer Service Specialists, ensuring a positive, productive and engaging team culture.
- Creating a customer centric culture, ensuring that all team activities are focused on the effective delivery to the end customer and high levels of customer satisfaction.
- Coaching and supporting team members through regular 1:1s and reviews to encourage people to realise their potential and achieve their performance, quality and customer outcomes consistently.
- Maintaining effective control of all aspects of people management processes including absence management, 121’s, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues.
- Becoming a knowledge expert in terms of the client’s products and services, with full training provided.
- Proactively participating in and driving engagement initiatives within the wider TP team.
- Creating a highly engaging, inclusive, positive and fun work experience for your team.
The Ideal Candidate:
- Proven people management skills with the ability to lead and motivate a team.
- Demonstrable experience of managing multiple workflows to a set of targeted KPI’s and quality management.
- Confident in a variety of people management processes.
- Passion for working as part of a team, with strong communication and interpersonal skills.
- Experience in a high volume, fast-paced environment with proven ability to multi-task.
- Customer Service focused and able to manage relationships with stakeholders.
- Excellent written and verbal communication skills with an eye for detail.
Core Skills:
- Process Excellence
- Project & Change Management
- Collaboration
- Communication
- Emotional Intelligence
- Critical Thinking
- Solution Orientation
- Stakeholder Management
- Commercial Awareness
- Data Literacy
- Al Proficiency
- Entrepreneurship
- Open-Mindedness
Background Check Requirements:
- Criminal Record Check
- Credit Check
- 3 years referencing history
Team Leader in Glasgow employer: Tp-8f723eaf
ScotRail is an excellent employer for those seeking a rewarding role in customer service, offering flexible shifts that cater to your lifestyle while you help guide customers through their railway journeys. With a strong emphasis on teamwork and exceptional service delivery, employees benefit from a supportive work culture and opportunities for personal growth within the company, making it a fulfilling place to develop your career.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tp-8f723eaf. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tp-8f723eaf before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Team Leader in Glasgow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tp-8f723eaf:Your cover letter is your chance to shine! Tell us why you want to work at Tp-8f723eaf specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tp-8f723eaf!
How to prepare for a job interview at Tp-8f723eaf
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
