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Customer Service Team Leader Location - Glasgow Shift Pattern Monday to Friday 9am - 5pm Required to supervise, lead, and support the existing call centre team as well on-board new starts and carry out training. Manage the day-to-day operational aspects of the team and ensure effective and efficient running of the call centre. Ensure high levels of customer satisfaction are achieved. KEY RESPONSIBILITIES & ACCOUNT ABILITIES Coach & develop the skills & knowledge levels of team members Champion and enforce the adoption of business culture and values Carry out regular 1-2-1s, developing a culture where training and development are part of the team, identifying actions and working with staff to ensure skills and knowledge are developed effectively Be accountable for the effective use of company's work scheduling system Provide leadership, development and coaching of call centre staff Support the review of processes & ways of working to increase efficiency's and productive collaborative working (this may involve internal projects) Support the team Ensure quality monitoring of calls/stats are being carried out regularly Ensure regular training is being carried out on processes Carry out weekly/monthly client reports Carry out daily, weekly & monthly checks on spreadsheets (night shift reports, etc.) Pull open job reports and send to staff Monitor daily, weekly and monthly AMK reports Manage team in accordance with office etiquette / guidelines ensuring staff are ready to start work on time and log in / out times are in accordance with scheduled breaks etc. Deal with complaints from clients, tenant or customers Liaise with operation supervisors on manpower Be accountable and ensure all tasks are carried out efficiently by staff Deal with holidays requested by staff Carry out reviews Carry out return to work interviews and absence reviews when required Rapidly escalate any staffing issues or client issues to SDM Manage call centre shift Rota Ensure adequate cover when required whilst being mindful of costs of overtime etc. Involvement in the recruitment process to include reviewing CV's, arranging interviews, being part of the interview panel Be part of the standby out of hours team (on a rotational basis) Attend client meetings when required Ensure all company escalation processes and procedures are followed Ensure all disciplinary matters are dealt with in line with company practice and procedures Ensure all data protection, H&S and other legislative requirements are applied and enforced Ensure any equipment faults, system faults are reported timeously to avoid staff downtime If this Team Leader opportunity interests you apply ASAP for immediate consideration... Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.
Contact Centre Team Leader Who are Diligenta? Our vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do, and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and development. The Opportunity: Due to internal progression, we currently have several vacancies for Team Managers in the telephony and administration teams in the Phoenix Standard Life Account in Glasgow. This role is responsible for motivating, leading, coaching and developing our teams to continue to deliver excellent service to our customers. You will be accountable for the teams' delivery and success against Customer Operations goals and measures. Benefits: 33 days including Bank Holidays. Eligibility for an annual discretionary bonus scheme. Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services). Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods. Cycle to Work Scheme & Interest free Season Ticket loans. A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing. A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave. A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection. Apply to find out about our other benefits. You'll be: Acting as the key channel for open and timely communication both in and out of the team. Raising, addressing, resolving and learning from both operational and performance issues within the team. Identifying key areas for individual and team development in line with business requirements. Creating team training & development plans and ensuring any local training needs are met. Performance management including 1 to 1s, coaching, training and development, always ensuring that our employees are managed in-line with our people policies and procedures. Engaging and working collaboratively to drive success for the wider business gain. Using analytic skills on the data available to make informed decisions and drive actions for success whilst looking for opportunities to improve the customer experience. You should apply if you: Have strong leadership skills and experience of coaching and development. Are able to see the bigger picture and to think wider than the immediate team. Are a strong self-developer who continually drives your own development. Previous experience within Financial Services would be advantageous however is not essential. If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know. Ready to take the next step in your career? Apply today and become part of our innovative team!