540
Views
3applicants
Team Manager
Recruiter
Cactus Search
Location
in London , London
Salary: £22.5k (OTE £26k) + bonus
Reference: 1445
Job Purpose
We are looking to recruit an experienced Team Leader to work for one of Europe’s leading retailers of phone and web technology. Responsible for 12 call centre agents, you will be required to lead and managed the tem in proving excellent customer service.
Key Skills Required:
•Must have previous experience of managing a customer service team
•A proven record of coaching, developing and motivating people
•Performance orientated
Responsibilities include:
•To ensure that we maximise 1st contact satisfaction 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 as and 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, tariffs, 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 their 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
•To fully comply and remain conversant with all legislative requirements, including Data Protection Act, Financial Services Authority (FSA) Regulations, Sale of Goods Act.
•Produce reports and complete projects as directed by the CCM / CSM
Package:
£22.5k (OTE £26k) + bonus
We are looking to recruit an experienced Team Leader to work for one of Europe’s leading retailers of phone and web technology. Responsible for 12 call centre agents, you will be required to lead and managed the tem in proving excellent customer service.
Key Skills Required:
•Must have previous experience of managing a customer service team
•A proven record of coaching, developing and motivating people
•Performance orientated
Responsibilities include:
•To ensure that we maximise 1st contact satisfaction 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 as and 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, tariffs, 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 their 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
•To fully comply and remain conversant with all legislative requirements, including Data Protection Act, Financial Services Authority (FSA) Regulations, Sale of Goods Act.
•Produce reports and complete projects as directed by the CCM / CSM
Package:
£22.5k (OTE £26k) + bonus
Recruiter:Cactus Search
Website: http://www.cactussearch.co.uk
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Published at 09-10-2008
Viewed: 540 times
Viewed: 540 times
