Job Description
About The Role
As a skilled Customer Service Team Leader your mission is to provide leadership, best practices, support and coaching to our agents, to enable them to provide exceptional service to every one of our customers.
You’ll be responsible for up to 15 Customer Service Agents, delivering outstanding customer service whilst continuously improving performance against the industry.
This is a fast paced and ever-changing environment, dealing with all aspects of the customer journey, including billing, pay as you go and home move operations.
You will be expected to roll your sleeves up and get stuck in, whether it’s helping a colleague, working some work items or cases, talking to our customers, running reports, continuously striving for better or dealing with an escalated complaint.
36.5 hours a week: Shift work between 8.30am to 7.30pm Monday to Friday, some Saturday and Sundays 9am-5pm and some Bank holidays 9-5pm.
Core Responsibilities
1. Develop an effective, efficient team through training & coaching, quality checks and the reviewing and handling of relevant personnel issues.
2. Managing the ongoing development of the team including managing staff perfo...