Customer Services Advisor Team Leader

+ 6 months initial contract

+On site in Newcastle

+£15 - £20 ph

Skills:

+Contact Centre Experience
+People Management
+Banking/Financial Services

We are looking for a passionate and committed Team Supervisor to join our Customer Service Department. The role will suit someone who is ambitious and willing to embrace new challenges and love learning in a fast pace and challenging environment.

The role:

Responsible for the day to day management of a team of around 10 colleagues.
Lead, motivate, praise and encourage colleagues through open and honest communication.
Monitor and review individual colleague and team progress against business objectives.
Through regular coaching, enhance and improve colleague performance, where applicable proactively identifying performance and/or conduct related issues and managing these in line with the department's training and competency framework.
Being visible by floor walking to provide fast and accessible support to colleagues dealing with Customer enquiries.
Take ownership and responsibility for complex and/or escalated calls where a customer requires more senior involvement with their enquiry. Providing appropriate feedback and coaching upon completion of complex/escalated call to help develop colleague knowledge and experience with Real Time examples.
Where required, support the team and service levels by personally handling customer calls alongside other colleagues. Lead by example by providing an excellent standard of customer service.
Monitoring and managing adherence to schedules/shifts to ensure colleagues are working efficiently in order to support the achievement of required service levels.
Manage attendance and comply with absence management policy to ensure operation is not adversely impacted.
Pro-actively build and maintain relationships between teams and departments

Experience:

Contact Centre experience
People Management including Coaching is essential
Experience working within a dynamic, fast paced environment is preferable.
Experience within Financial Services, or other regulated environment is highly desirable.
Experience of dealing with vulnerable customers also highly desirable.

If you would like to discuss the role in more detail, please send your updated CV to (see below) and I will get in touch.