Job Reference: FRS35825
Job Duration:
Start date:
Description:
Are you a Customer Service Advisor looking for the next step in your career? Or a Team Manager looking for a new and challengingrole for 2020? We have a excellent Team Leader role with our client in Co Westmeath. CIP or APA Qualified or working towards accreditation essential.
You will be responsible for leading a team of either Customer Service Agents or Claim Handlers and ensure a professional and customer-focused work environment which fully engages their team to deliver.
KEY RESPONSIBILITIES* Ensure key performance information is captured and shared with the line manager and members of the team, as agreed, to assistwith performance management
* You will ensure that you maintain an open channel with your team to receive feedback and shareinformation which the company wishes to disseminate to its employees
* Supporting the overall Employee Scope score and participating in actions identified in the survey
* Ensuring company performance management tools are used to maintain and develop direct reports, including objective setting, monitoring and appraisals.
* Provide coaching to direct reports to unlock their potential, supporting them with access to appropriate training and development opportunities.
* Identify key team members to provide cover and potential role succession
* Identifying and arranging relevant training for all team members which meets business and regulatory needs.
* Regularly monitor workloads and identify issues to the line manager for action
* Create an environment which is considered a 'great place to work' because of its positive working atmosphere and high level of employee engagement
* Holding monthly one to ones with team members and a structured, effective team meeting
* Operate a flexible approach tosharing resources, especially with the wider team e.g. to handle peak demand or sharing tasks across teams
* Ensure effectivemanagement and monitoring of all employee relations issues, including absence, disciplinary and performance issues in conjunction with Human Resources
* Follow procedures set out in the employee handbook and as communicated by the line manage
* Understand and support customer scope targets and actions to achieve required levels of customer advocacy
* Share ideas for improvement with the line manager
* Provide recognition and coaching to team members based on both internal quality assessments and external customer feedback
* Respond to all forms of customer and client feedback with recommendations and by implementing agreedactions
* Carry out call and work monitoring from time to time when team members require additional coaching based on feedback
* Support the team by handling customer contact in escalated situations, and/or directing them to another member of the teamwith the appropriate skill level to assist
* Ensure the team understands its own performance by sharing key indicators
* Adherence to the Treating Customers Fairly guidelines where applicable
* Responsible for the management of authorisation levelswithin the team and in own decision making
* Considering the impact of your decisions and ensuring that they deliver the rightcustomer experience, whilst remaining cost effective and compliant with business and regulatory procedures
* Supporting objectives to reduce leakage levels and overall cost Support the Contact Centre Manager to build roster and shift patterns that matchthe needs of call profiles
* Creating and maintaining a culture of continuous improvement
Skills and Experience:
* CIP/APA qualified or working towards accreditation
* Excellent level of customer focus
* An excellent communicator, capable ofinfluencing and asserting opinion at all levels
* Proven experience as a team player, capable of operating effectively withina senior cross-team management function
* Good communication skills - comfortable presenting to employees
* Good planning and organisational skills
* Good IT skills, and understanding of contact or claim centre tools and systems
* Previous experience in a similar role is desirable, but not essential
* Commercial awareness
* Understanding of Irish & UK regulation including Treating Customers Fairly
* A track record of delivering results as a team leader/manager is desirable
* People management experience/skills is desirable
* A high degree of drive and commitment is a must in this challenging role
* Ability todemonstrate a highly professional work ethic and positive attitude
Working Hours:
Flexibility for shift work and weekendwork essential for this role
To Apply:
Phone calls to Louise 086 4670069
Industry: Call Centre and Customer Service
Salary:
Salary Benefits:
Vacancy Type: Permanent
Job Skills: Team Manager
Contact Name: Louise Glennon
Website: -
Direct Application URL: -