Customer Support Specialist
Zenergi
Customer Service Centre Team Leader
Newcastle Building Society
full-time
Posted on:
Location: 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £27,134 - £34,535 per year
Job Level
Senior
About the role
- Temporary Team Leader opportunities in Customer Contact Centre (6–12 months fixed term; potential extension)
- Lead and coach a team of Customer Service Advisers to deliver excellent customer outcomes
- Role model Society behaviours, champion customers and celebrate team success
- Hybrid working model (home and Cobalt Business Park office) with requirement to connect with team in office
- Deliver monthly check-ins, support colleague PDPs and provide coaching/feedback
- Analyse QA/OBT insights and identify trends to improve customer experience, including for vulnerable customers
- Manage workloads with Scheduling and Real Time to ensure colleague adherence and telephony/administration service levels
Requirements
- Experience of managing and leading teams
- Strong commitment to delivering excellent customer service
- Passion for developing colleagues and leading by example
- Ability to challenge effectively and constructively to deliver team results
- Experience of working to tight timescales and delivering excellent customer service within agreed SLA’s
- Excellent attention to detail in delivery and maintenance of processes and controls
- Ability to coach, develop, manage and motivate colleagues
- Experience analysing quality insight from assurance functions (QA, OBT) and providing feedback
- Comfortable role-modelling behaviours and holding challenging conversations
- Experience managing workloads alongside Scheduling and Real Time teams to meet telephony/service levels
