Client Services Helpdesk Team Leader

Posted on Dec 13, 2018 by Anonymous

Basingstoke, Hampshire United Kingdom
Call Center & Customer Service
Immediate Start
£20k - £23k Annual
Contract/Project
An opportunity exists for an experienced Team Leader to join this professional organisation on an initial 6 month fixed term contract basis.

The role of the Team Leader is to efficiently manage the performance of the client services centre staff. You will be responsible for providing a quality service to both internal and external customers and overseeing the day to day running of the client services team.

Main Responsibilities:

* Manage incoming telephone calls to be answered within agreed standards of service and and KPI's

* Collation of call stats and effectively report

* Provide day to day management of the team including performance and HR duties where appropriate and in conjunction with Team Manager & Quality Manager

* Provide support and training to members of the team, including new starters in line with training program & Quality Manager

* Support the other Team Leaders and Team Members with a positive attitude and cover during periods of sickness and holiday

* Ensure quality and consistency is present in all interactions both verbal and written

* Adhere to the departmental schedules and Standard Operating Procedures, ensuring these are distributed regularly to the team.

* Ensure departmental processes are regularly reviewed for continuous improvement with the Quality Manager

* Ensure complaints are dealt with appropriately and within time scales specified, working closely with the Complaints Manager

Qualifications and skills essential for the role:

Skills required

* Previous experience in a Contact Centre with a high inbound call volume

* Proven organisation skills and the ability to manage and prioritise a high volume of complex paperwork

* Demonstrate through experience or training a thorough understanding of all depart mental processes

* Ability to demonstrate through experience or training sound management skills supporting direct reports in a fair and unbiased manner

* Able to work in a team displaying a high level of patience and a consideration of others needs

* Ability to ask questions and analyse the information to determine customers needs

* Making decisions demonstrating loyalty, trust and professionalism at all times

Technical Knowledge

* Knowledge of Microsoft Office package

* Basic website and database knowledge

If you do not hear from a Consultant within two weeks of submitting your application then unfortunately on this occasion you have been unsuccessful

Reference: 597648747

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