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Role: Customer Service Team Leader
Location: Basildon
Permanent – Full Time 40 hours
Salary: £32k per annum
About the Role
As a Customer Service Team Leader, you’ll be responsible for ensuring the Basildon contact centre operations deliver the required performance, whilst continuing our commitment to delivering a great customer contact experience through various channels such as phone, email, video, social media, etc.
You will assess resource requirements, support daily activities, and assist the Management team in achieving both the annual and 5-year plans. You will lead your team to develop best practices and implement change.
Responsibilities include quality assurance, fostering a 'right first time' culture, managing KPIs and SLAs alongside the Customer Performance Manager, resolving complaints, acknowledging compliments, and managing team attendance and cover during absences or busy periods.
Key Responsibilities:
* Assess resource needs and support daily operations to meet objectives within budget.
* Support the delivery of strategic plans.
* Implement policies, standards, and ensure contractual compliance.
* Lead and motivate team members, fostering innovation and best practices.
* Identify risks and protect the business reputation.
* Utilize KPIs to maximize team performance and service delivery.
* Manage team performance, conduct regular reviews, and support staff development.
* Ensure effective use of IT systems and compliance.
* Handle complaints and compliments, and communicate team roles and responsibilities.
* Support achievement of targets related to turnover, absence, promotions, and diversity.
Benefits include profit share, discretionary annual bonus, enhanced pension, private health insurance, life assurance, share save, enhanced maternity/paternity pay, holiday schemes, flexible working, cycle to work, and paid volunteering days.
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