Brook Street Recruitment is recruiting a team leader on behalf of our call centre client
Key Responsibilities
Support and promote the delivery of a "one team" approach by living and acting as a role model for the company vision and values
Create a positive culture within your team that delivers positive customer outcomes through strong levels of colleague engagement
Motivate, Support, Inspire, Lead and Coach team members to deliver the best possible customer experience they can, and provide structured feedback to individuals on how they can continue to raise the bar even further
Ensure all resources are deployed so that we are here when customers need us most
Regularly undertake call and email coaching to ensure that your team members are having great conversations and great interactions with our customers
Work as part of the Customer Service Centre and the wider Customer Service Leadership Teams to deliver business goals
Use complaints and escalations to create learning opportunities and to build deeper relationships with our customers
Support the business by identifying and sharing any improvements that contribute to better processes or customer experiences
Own and manage the performance of individuals within your team
Support with recruitment, on boarding and induction of team members
Criteria
Minimum of 12 months leadership experience in a face-to-face customer service environment or within a contact centre, within the last five y...