Overview
Start Date: TBC
Site: Hybrid Bristol
Shifts: Full-time 40 hours per week
Contract: Permanent
The Role
As a Team Leader you will be responsible for the delivery and improvement of the customer experience through management and coaching of a team to provide excellent service which exceeds customer expectations. You will do this by ensuring a positive, productive and engaging team culture, through your ability to lead, inspire, motivate, coach and manage your people to deliver exceptional levels of quality whilst meeting all relevant operational and business targets.
Through your leadership experience, you will have the ability to create a customer centric culture, ensuring that all team activities are focused on the effective delivery to the end customer and high levels of customer satisfaction:
1. Maintain effective control of all aspects of people processes including: absence management, 121’s, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks
2. Contribute ideas and suggestions to improve business processes
3. Coach and encourage people to realise their potential and to own and achieve their performance, quality and customer outcomes consistently.
4. Create a highly engaging, inclusive and fun work experience for your team.
Skills, knowledge and experience:
5. Proven people management skills with the ability to lead and motivate a team and act as a role model
6. Hands on, proactive and engaged with a background in leading others, working to targets and driving performance at both group and individual levels
7. Experience of working within a contact centre environment
8. Demonstrable experience of managing multiple workflows within a systems thinking environment
9. Understanding the direct and indirect impact of poor performance, attrition and absence within the team and therefore able to strive for excellence in these regards yourself
10. Performance and quality management experience
11. Used to working in a high volume, fast paced, ever changing environment
12. Proven ability to multi-task a number of sometimes conflicting priorities
13. Passion for working as part of a team
14. Consistently strive to exceed customer expectations
15. Excellent communication and interpersonal skills
16. The ability to plan and prioritise your workload
17. Computer literate and have a working knowledge of Microsoft Office applications
18. Natural leader who acts decisively and who shows resilience
19. Adaptive and able to manage change, whilst being capable of managing any resistance to change in an articulate, positive and engaging manner
20. Strong work ethic
21. Strong motivational leadership confidence
22. Finance experience
Background Check Requirements:
23. Criminal Record Check
24. Credit Check
25. 3 years referencing history