Customer Support Team Leader

Customer Support Team Leader

Location: Paddington, West London (W2) , W2 View map Salary: Unspecified Date posted: 03/04/2012 11:35 Job type:Permanent Company: Visa Contact: Laura Cooper Ref: Totaljobs/613636 Job ID: 53273433

Job purpose:

A Team Leader role has become available within the Customer Support team, in the Customer Services department. This role is suitable for someone experienced in Customer Services who is seeking a management role, or someone who already manages a team and is 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.

Taking charge of leading a team is your main responsibility. You'd have to supervise 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 stepsIt is a pressurised role with the need to juggle priorities while displaying a strong dedication to the customer. Actively participates on incident management and external/internal customers communications.The individual will also be responsible for providing on call support and act as a point of escal ationTakes part on Superleague customer operating reviewsActively engages and delivers process improvement

Essential criteria:

Leadership or leadership potential A genuine interest in working with and helping customersThe ability to prioritise work load and in decision-making The ability to lead , motivate and develop staff in the teamThe ability to handle complaints and difficult situations in a patient, calm and effective way.A customer focused attitude and a commitment to quality working. To work cooperatively as part of a team. This refers to their own direct team, other team leaders in the department and also members of the wider customer services team

Desirable Criteria:

Fluency in a second European LanguagePrevious line management experience