Team Leader - Helpline

The Role of the team leader is to lead, motivate & coach your team to deliver world class customer care to our members, monitoring performance and maintaining a consistent focus on quality of service to ensure maximum customer satisfaction, NPS and delivery of SLA`s.
KEY RESPONSIBILITIES Leading and motivating a team of Helpline AdvisorsPromote high Customer Service and Quality ethos on the team and in the company as appropriate.Training and development of staff.Deliver service level agreements and the individual team targets to enable maximum performancePeople Management, including all HR related issues, as well as performance appraisals and staff development.Work monitoring, coaching and feedbackConducting regular one to ones and team meetings.Ensuring ownership is taken of all queries received in department areaContributing to recruitment and selection process of the front line.Compiling weekly reports on team's performance and customer feedback.Communicate and act as a focal point of dissemination of information from management to team and vice versa.Work very closely with team members to solve customer problemsPromote the company values and the 'I make a difference' initiative.Monitoring emails and calls to ensure quality responses are given and any training issues are addressed.Deal with escalations in a prompt and efficient manner.Work within shift patterns - including weekend work.KEY REQUIREMENTS Previous experience working in a contact centre is essential.Experience working in a pressurized and goal driven environment.Track record of meeting targets and delivering customer satisfaction.Flexible to work within our rotating shift patternsValid EU work permit with the ability to work full time year roundFluency in EnglishTime ManagementTeam Player
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