Customer Service Team Leader Newcastle Full Time Office based Job Dimensions: You will lead a growing team of Customer Service agents to deliver excellent customer service whilst troubleshooting any delivery issues. With trust and responsibility, you will lead a winning team proud to protect their customers every single day. With a passion for people development, quality of service and innovation you will drive performance and deliver operational improvements Responsibilities: Day to day management, ensuring the team are working efficiently and effectively following correct procedures and policies. Track individual and team performances. Handle any complaints effectively and in a timely manner. Effectively track productivity and ensure process optimisation. To lead, motivate and develop effective management within the customer service department Customer Service champion with a genuine desire to deliver exceptional customer service across teams To maintain high levels of communication at all levels to ensure effective management of the contract and customer engagement Regular 1-2-1's with individuals to identify areas of improvement, development and success Be an escalation point for Customer Service queries where they cannot be resolved by the team To provide account management leadership and operational support to help achieve targets/sales for customer service activities Role model for company’s values internally and externally As well as To collaborate and provide suggestions on any process and efficiency focused projects To participate in customer service projects To be involved in the recruitment of new team members when required, including interviewing and selection Qualification and Experience required: English & Maths Grade C/5 about above Excellent communication skills Strong customer service background Telephony experience desirable Right individual will have an enquiring mind with good listening skills, letting your passion and personality shine through while Good people supervision skills and previous experience of leading teams of 15 agents. Effective Communication Skills. Ability to positively lead, motivate and develop employees to their full potential The ability to drive performance measures and exceed KPI targets Proven track record in effective complaints investigation and management Good people supervision skills and previous experience of leading people Analytical skills Efficient Problem-Solving Skills. Ability to multitask Prior experience in moving high volumes of work. Desirable: Prior experience in a similar role, with outstanding customer service skills Good planning and organisational skills Knowledge of call centre environments including NPS/Customer Satisfaction Survey Computer literate, numerate with very good verbal and written interpersonal skills Experience working to call targets withing a high-volume call environment. Experience within a Customer environment is desirable but not essential as full training, development is provided Computer Skills Experience working with Excel