Customer Support Team Leader

Customer Support Team Leader

Location: Paddington, West London (W2) , W2 View map Salary: Unspecified Date posted: 15/04/2012 16:02 Job type:Permanent Company: Visa Contact: Laura Cooper Ref: Totaljobs/613636 Job ID: 53348842

Job purpose:

A Team Leader role has become available within the Customer Support team, in the Business Service Support department. This role is suitable for someone experienced in leading a team in a similar environment looking for a new challenge within a multilingual and multicultural team and dynamic environment.

As the Team Leader, your role will involve getting the best out of your staff to provide customers with the best experience possible. Ensuring SLAs are met and Customer Satisfaction targets maintained.

Leading a team i s amongst your main responsibilities. You will be required to manage and motivate your team to make sure customers queries are handled in a friendly and professional way.

Key Accountabilities:

The key objectives of the team leader are to ensure that the customer satisfaction index of the department is achieved by their direct reportsThe person will act as a role model for their team members in their commitment to customer satisfaction and quality working Provide advice, support and nurture to their direct reports in handling a broad range of technical case problem. Focus upon customer or market and prepare plans and reviews for future development.Proactively suggests ideas and next steps attending meetings representing the team where appropriate.It is a pressurised role with the need to juggle priorities while displaying a strong dedication to the customer. Acting as the Incident Manager and leading on communications to external/internal customers.The individual wil l also be responsible for providing on call support and act as a point of escalationTake part in customer operating reviewsActively engages and delivers process improvementManage projects

Essential criteria:

Ideally a minimum of 3 years team Management experienceExperience of delivering high levels of customer satisfactionExperience working in an Operational / Banking environmentMinimum of 3 years experience leading, motivating and developing a minimum of 5 staff The ability to handle complaints and difficult situations in a patient, calm and effective way.A customer focused attitude and a commitment to quality working. The ability to prioritise work load and in decision-making

Desirable Criteria:

Fluency in a second European LanguagePrevious project management experienceITIL v3 foundation certificate