Customer Service Team Leader job in Andover at Firstsource Solutions Limited

Customer Service Team Leader

Company: Firstsource Solutions Limited

Location: Andover UK

Date Posted:May 14, 2018

Firstsource are currently recruiting for a Team Leader to work alongside a major financial company in Andover.You’ll be responsible for leading the performance of a team of customer agents. We will provide the industry leading training and environment that will equip you with the necessary skills, knowledge and qualitative approach to delivery, in all that you do.All that we ask in return is that you always strive to do your best, which you immerse yourself in our client’s brand and most importantly you are always honest, open and transparent with our customers.Key Tasks• Responsible for the ongoing coaching & development of all team members, ensuring that everyone is equipped with the necessary knowledge and tools to succeed.• Continually look to improve customer satisfaction and minimise customer dissatisfaction• Immerse and engage your team in both the vision and values of your associated Client’s brand.• Maintain healthy staff retention rates through effective management and ongoing team member development, whilst creating an environment that rewards, recognises and encourages success at every level.• Adhere to all quality procedures and associated timeframes.• Maintain effective relationships with service colleagues and key stake- holders to ensure the effective delivery of services.• Maintain and develop a thorough and up-to-date working knowledge of the Clients services, including procedures, guidance and legislation to deal with enquiriesKey Competencies• Act as a mentor and coach the team• Manage the quantity and quality of the teams work• Manage all team activitiesKnowledge• Minimum of one years relevant supervisory experience in the financial industry• Previous experience of providing the effective planning, organisation and development of a team• Experience of delivering individual/group coaching to improve professionalism and overall metrics• Demonstrate ability to communicate information and develop individuals to improve their knowledge and skill set• Experience of working within a busy, fast paced and demanding environment with the ability to work accurately and within strict timescales• Motivate, develop, coach, train, induct employees to set performance standards, recognise achievement and deal with performance issues• Experience of working within a contact centre environment View full job description
JobCentre Plus 7 months ago
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Customer Service Team Leader jobs in Andover

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