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Customer Service Team Leader

Job Reference:
Team leader
Recruiter Name:
Parkside Recruitment
Job Type:
Call Centre Team Leader, Call Centre/Customer Service
£25,000 to £32,000 per annum
Contract Type:
Date Posted:

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An exciting opportunity to join a well established and corporate company base close to Uxbridge, my client is looking for an experienced contact centre team leader to support the Contact centre manager. You will offer support to a team of 8 order managing customer service advisor's and be responsible for the teams monthly reviews, developing and setting objectives, planning breaks and rota's and ensuring team and individual KPI's are achieved.

The Customer service department is a very busy and demanding environment which requires excellent attention to detail, the ability to multi task , solid administration skills and outstanding customer service skills, experience of working within a customer service team is a must and experience of ordering processing / management would be an advantage.

Please see below key skills and experience required for the position

Team Lead Responsibilities

1. To supervise and monitor all activities carried out within the Contact Centre sales team.

2. To supervise and utilise Sales Service personnel to maximise the efficient daily running of the team, achieving optimum performance.

3. To support the Manager in holding regular meetings and briefings with the team and give updates on Company sales, achievements, new products, other company business and performance stats.

4. To support the Manager in all aspects of performance, discipline, timekeeping, absence and holiday rotas.

5. To support the annual and monthly progress and planned meetings with personnel to identify training needs and assist in the content and delivery of said training.

6. To supervise and monitor direct reports.

7. To support and deputise for the Contact Centre Manager as and when required.

8. Motivating all staff to achieve objectives and encourage self-management and the desire to achieve results.

Operational Responsibilities

1. To manage the shift rota to ensure maximum cover on the team at all times, including break times, holiday and sickness.

2. To ensure all calls are handled as per service level agreements.

3.. To provide the agreed level of support to other departments

4. To ensure team targets/KPI's are consistently met.

5. To be responsible for implementing all coaching/monitoring procedures..

6. To learn and understand the company sales policy and procedures as they relate to sales and pricing ensuring an awareness and understanding of the industry structure and working practises.

7. To display a high standard of customer care and adhere to and promote the company

8. To be involved in regular product knowledge updates to learn features and benefits to enable effective selling.

9. To manage and support projects as required.

Please send your CV or alternatively call on 01895202370

Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. Parkside Recruitment is an Equal Opportunities Employer.

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