Customer Services Team Leader
East Sutton, UK
Customer Services Team Leader:
ComparisonTechnologies has an exciting opportunity for a Customer Services Team Leader tojoin our Call Centre. This role has come about due to internal promotion.
This role ispermanent, full time (37.5 hours) per week.
Hours: Mondayto Friday mixture of 9am until 5pm and 10am until 6pm.
Pricecomparison is second nature to us, with our talented team bringing a hugeamount of experience, ingenuity and expertise to the table. We offercomprehensive and advanced price comparison in the energy and telecoms sectors,helping a wide range of businesses offer successful switching whilst alsohelping consumers save money on their home services.
Ourfriendly customer services team help our customers with any issues after theswitching process.
Your New Role:
As a TeamLeader you will be responsible for coaching, developing and managing a team of CustomerService Advisors.
=Assessingthe daily workload and allocating out tasks.
=Motivatingand coaching customer service advisors to deliver exceptional customer service.
=Supportingthe integration and development of new starters.
=Ensureall calls and emails are answered within SLAs
=Ensureadvisors are achieving their individual KPIs including MF entries, error rate,and call quality.
=Ensureall advisors are adhering to the complaint handling process.
=Delivermonthly 1:1s, yearly appraisals and daily team briefings.
=Createand deliver development plans for the team.
=Producingand analysing daily/weekly and monthly MI and attending weekly conferencecalls.
=Assistin the escalation of supplier issues/ record keeping and communication.
=Bethe first point of escalation between our sites.
=Supportthe CS Manager with the linkage with Compliance and Commercial.
=Supportthe CS Manager in the development of the CS Monthly Business Update Report.
=Managingstaff attendance and performance.
=Investigatingcomplaints that are reported against the department and delivering accuratedocumentation of the investigation outcome back to the quality team.
To be successful in this position youwill have:
=Supervisoryexperience within a call centre environment.
=Trackrecord of successfully coaching and providing feedback to staff members.
=Theability to identify areas for improvement in current processes and implementchanges.
=Theability to take responsibility for own decisions, remain determined andresilient in difficult situations.
=Clearand confident communicator.
=Confidencebuilding relationships with customers, suppliers and colleagues at all levels.
=Positiveattitude and the desire to deliver a quality service to customers.
When you starthere, youll enjoy the fullsuite of standard company benefits, no matter which of our locations you join.This includes 25 days annual leave + bank holidays, which increasesto 30 days after 5 years, Pension membershipandIncome Protection,giving you peace of mind when thinking about your future. Plus privatehealthcare (supplied by Vitality), moving day & wedding day leave, paidparental leave, company events and socials, & development opportunities.
When you workwith Comparison Technologies, youll join a team dedicated to upholding thehighest standards, where you can learn and grow in a friendly and dynamicenvironment. Were looking for people that share our values and our goals, whostrive to be the best whilst energising those around them. At Comparison Technologies,were focused on four things; Teamwork, Excellent, Development and Innovation.
Closing datefor applications is 16th August 2019.
Posted 11 days ago