Customer Service Team Leader
Customer Service Team Manager
To manage staff members of a post completion team in all aspects of their role ensuring all operating processes are adhered to, and in-house operating and telephony systems are used in accordance with set procedures. To conduct quality audits; monitor progression and ensure staff meet, and then exceed, the company quality standards, customer service levels (SLA's) and key performance targets (KPI's) to a 'world class' standard. To lead by example, motivate and encourage good team working.
The role holder will report directly to a Section or Operations Manager.
Ensure the team perform to and exceed company targets for quality, SLA's and KPI's, whilst adhering to set operating procedures and processes.
Maintenance of adequate staffing levels, cover for staff shortage and management of attrition and lost time rates. Have input into recruitment activity to specify staff requirement ensuring that the agents recruited have the capability to fulfil the expectations and requirements of the role.
Ensure team compliance with all HR policies, rules and applicable legislation. This will include assessment and re-assessment of competence and compliance.
Ensure performance targets are set using monthly 1-2-1 and balanced score card meetings, setting objectives and conducting annual performance reviews.
To spend up to 50% of time coaching, performance managing and feeding back to the team to improve agent performance.
To spend up to 30% of time conducting quality audits on team members, and to review supporting information from the business transformation audit team to explore good or poor performance and identify root cause analysis. This should also include conducting 1 day per month in a 'back to the floor' exercise to keep abreast of process and identify process or business issues.
To spend circa 20% of time compiling reports and performance data such as balanced score cards and annual performance reviews.
To allocate training and mentoring tasks to team coaches to improve individual performance of team members. This includes monitoring and documenting competency as part of a continual performance improvement programme.
Identification of high performers and best practice sharing within the team. Ensuring that feedback is provided and objectives set for the team Coach to conduct development activities on the team.
To feedback performance to internal stakeholders including the Training Department, Senior Operations and Claims management, and the team in 1-2-1 and balanced score card reviews.
Ensure complaints and escalated issues are handled and logged in accordance with set operating procedures, SLA's, scheme KPI's and FSA guidelines.
To become conversant with and capable of working within other Operational areas of the business. This should include spending 1 day per month in a 'back to the floor' exercise at the touch points in other departments to learn the process and identify process and quality improvements. This may also involve the role holder moving teams and departments approximately every 12 months as and if required.
Continually assess existing processes as being fit for purpose, to highlight areas of improvement to senior management and to assist in the resolution of process issues.
Participate in projects in assigned areas; ensuring responsibilities as a stakeholder of the project team are delivered to plan, on time, on quality and within budget.
Carrying out any other duties in accordance with the role which may change from time to time.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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