Customer Service Team Leader

Customer Service Team Leader

Location: Cardiff (CF10) , Cardiff View map Salary: Upto 22,000 per annum Date posted: 16/05/2012 08:31 Job type:Permanent Company: Red Recruitment - Wales Contact: Amy Lewis Ref: Totaljobs Job ID: 53615229

A fantastic opportunity has arisen for an experienced Team Leader to join an expanding and well establishedcontact centrebased in Cardiff.

As a Team Leader you will effectively manage your assigned team and ensure they are motivated and monitored to ensure that sales and service performance targets are hit.

Key Responsibilities:

Demonstrate the ability to generate excitement amongst others to drive high quality customer service as well as growth and retention with energy and passion.Produce Action, Development and Performance Improvement plans for individuals as appropriateLead and manage a team to deliver on all Key Performance Indicators. Support managers/colleagues to deliver, implement & achieve organisational targets & objectivesPlan and tailor all communication to the team including team briefings and meetings to ensure maximum benefits and transparent consistency.Anticipate problems within the team and develop solutions based on logical reasoning, past precedents & best practice to solve and prevent re-occurrenceDemonstrate appropriate service behaviours when dealing with internal & external customersPrioritise effectively, keeping ordered, accurate and comprehensive paper-based and electronic records.Understand and utilise the Human Resources procedures e.g. Absence, performance, disciplinary etc. Timely reporting of any significant business risks or identified fraudulent activityManagement of service level affecting events in line with budget KPIsDelivery of excellent customer service combined with quantitative and qualitative sales and retention levels.

To be successful in this role you will have previous experience in a similar role and within a sales environment and previous experience within a FSA regulated environment is desirable.

You will have a proven track record of managing a team with strong coaching and leadership ability and will be able to motivate individuals within a team.

You will have excellent organisational, planning and analytical skills and will be computer literate including MS Office.

Working Hours:

Candidates are required to be 100 flexible for the below hours:

Monday - Sunday

07:00am - 09:00pm