This job ad has been posted over 40 days ago...
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Customer Services Team Leader
Recruiter
Call Centre Associates
Location
in West London , London
Salary: £22,600 + £3,400 bonus & benefits
Reference: CCH2643IP
THE COMPANY
This is a fantastic opportunity for experienced and successful candidates within customer services management. This household name is currently in a very exciting time with numerous changes and improvements being made to the existing customer service offering. This is best suited for candidates who are able to demonstrate their past contributions to service and process improvements and have achievements they are particularly proud of within a similar environment.
THE ROLE
Specific requirements of the role include;
· To ensure that we maximise 1st Contact Delight through all customer contacts
· To provide a caring, efficient, knowledgeable and effective interface with all customers at all times
· To encourage your team to keep the customer at the heart of their actions and decisions
· To deal personally with customers when required to ensure full contact resolution
· To coach and develop every member of your team
· To remain positive when changes occur – engaging team to embrace changes
· To involve the team in identifying improvements for the customer
· To be completely up-to-date at all times with products, procedures and services in order to offer the customer the best advice and support
· To use contact centre metrics to motivate and develop the team
· To have full understanding and knowledge of the relevant systems
· To make things easy for the team to understand – translating the vision into personal and team objectives
· To listen and question to ensure the correct message gets across and is understood
· To empathise with the team and customer considering how you would feel in there position
· To ensure understanding of the overall contact centre performance and the contribution of your team
· To prioritise your time to be available to your team
· To complete all activities in a timely accurate and efficient manner in accordance with procedures and work instructions
PERSON SPECIFICATION
· Strong customer service skills
· Coaching and people management experience
· Experience of managing performance (both good and poor)
· Motivational skills
· Contact centre knowledge
· Knowledge and experience of running a team within a contact centre environment
PROCESS & TIMEFRAMES
To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to: ianp@callcentreassociates.co.uk
This is a fantastic opportunity for experienced and successful candidates within customer services management. This household name is currently in a very exciting time with numerous changes and improvements being made to the existing customer service offering. This is best suited for candidates who are able to demonstrate their past contributions to service and process improvements and have achievements they are particularly proud of within a similar environment.
THE ROLE
Specific requirements of the role include;
· To ensure that we maximise 1st Contact Delight through all customer contacts
· To provide a caring, efficient, knowledgeable and effective interface with all customers at all times
· To encourage your team to keep the customer at the heart of their actions and decisions
· To deal personally with customers when required to ensure full contact resolution
· To coach and develop every member of your team
· To remain positive when changes occur – engaging team to embrace changes
· To involve the team in identifying improvements for the customer
· To be completely up-to-date at all times with products, procedures and services in order to offer the customer the best advice and support
· To use contact centre metrics to motivate and develop the team
· To have full understanding and knowledge of the relevant systems
· To make things easy for the team to understand – translating the vision into personal and team objectives
· To listen and question to ensure the correct message gets across and is understood
· To empathise with the team and customer considering how you would feel in there position
· To ensure understanding of the overall contact centre performance and the contribution of your team
· To prioritise your time to be available to your team
· To complete all activities in a timely accurate and efficient manner in accordance with procedures and work instructions
PERSON SPECIFICATION
· Strong customer service skills
· Coaching and people management experience
· Experience of managing performance (both good and poor)
· Motivational skills
· Contact centre knowledge
· Knowledge and experience of running a team within a contact centre environment
PROCESS & TIMEFRAMES
To register your interest in this exciting opportunity please forward your current CV detailing existing remuneration package by email to: ianp@callcentreassociates.co.uk
Recruiter:Call Centre Associates
Website: http://www.callcentreassociates.co.uk
Fill in the form to apply for this call centre job
Published at 04-09-2008
Viewed: 758 times
Viewed: 758 times
