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Team Leader

Knowledge

Experience of leading and managing CC team providing excellent customer service

Proven ability to maintain a Customer focus and manage risk in a regulatory environment

Demonstrable experience of driving performance and improving results, with excellent coaching skills

Skills

Setting objectives whilst being committed to ensuring all members of the team work together to achieve goals

Excellent communication skills with ability to influence and build relationships

Intermediate Maths, English and IT skills

Ability to understand, interrogate and present data

Governance and control, including compliance for all applicable legal and regulatory policy and to internal operating procedures, ensuring customer quality monitoring framework is adhered to in order to ensure high levels of quality and compliance are being delivered.

Analyse data to identify opportunities to improve individual and team performance e.g. KPIs, customer insights, complaints and QA feedback

Responsible for developing a network of contacts, both internally and externally to keep up to date with best practices and personal development

Take ownership to ensure the development of long term relationships with customers and extend the existing relationship with customers to engage with new products

Coach, develop, empower and inspire Customer Representatives to take personal accountability for delivering excellent customer service and achieve KPI targets across the scorecard - both task (what we do) and behaviours (how we do it)

Behaviours

Ability to lead and drive high performing teams

Attract, retain, motivate, coach and develop their team

Comfortable operating in a fast paced changing environment

Proven ability to multi task and take decisions on what is best for the business

Champion a continuous improvement culture within their team, proactively identifying opportunities and solutions to improve income and efficiency to achieve a high performance environment

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