Customer Support Specialist
Zenergi
Customer Service Supervisor, BFSI
TP
full-time
Posted on:
Location: 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Responsible for the delivery and improvement of the customer experience through management and coaching of a team
- Ensure a positive, productive and engaging team culture
- Lead, inspire, motivate, coach and manage people to deliver exceptional levels of quality whilst meeting all relevant operational and business targets
- Create a customer centric culture, ensuring team activities are focused on effective delivery to the end customer and high levels of customer satisfaction
- Maintain effective control of all aspects of people processes including absence management, 121’s, disciplinary, capability & grievance procedures, employee relations and performance management
- Contribute ideas and suggestions to improve business processes
- Coach and encourage people to realise their potential and to own and achieve their performance, quality and customer outcomes consistently
- Create a highly engaging, inclusive and fun work experience for your team
Requirements
- Proven people management skills with the ability to lead and motivate a team
- Hands on, proactive and engaged with a background in leading others, working to targets and driving performance at both group and individual levels
- Experience of working within a contact centre environment
- Demonstrable experience of managing multiple workflows within a systems thinking environment
- Understanding the direct and indirect impact of poor performance, attrition and absence
- Performance and quality management experience
- Used to working in a high volume, fast paced, ever changing environment
- Proven ability to multi-task a number of sometimes conflicting priorities
- Passion for working as part of a team
- Excellent communication and interpersonal skills
- The ability to plan and prioritise your workload
- Computer literate and working knowledge of Microsoft Office applications
- Natural leader who acts decisively and who shows resilience
- Adaptive and able to manage change, and capable of managing any resistance to change in an articulate, positive and engaging manner
- Strong work ethic
- Strong motivational leadership confidence
- Finance experience
- Background check requirements: Criminal Record Check, Credit Check, 3 years referencing history
