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Customer Service Team Leader
England, West Midlands, Coventry - £21,765 per annum

Posted: 15/05/18

Customer Service Team Leader
Working 5 days over 7
£21,765 per annum
Coventry City Centre

We are currently looking for a self-motivated individual to come and join our team to ensure a high quality level of customer service is provided at all times. You will lead and train a team of call centre staff within a busy environment, ensuring company policies, practices, targets and set deadlines are met by the team.

-Support all call centre team and lead within the call centre environment, making sure company protocol and excellent customer service is followed and adhered to.
-Provide encouragement to team members, including communicating team goals and identifying areas for new training.
-Assists management with hiring processes and new team member training.
-Demonstrate a flexible approach to changes in the working practices and procedures.
-First point of contact in answering questions, resolving complaints, problems and oversee call centre team quality of work and responses in accordance with compliance ensuring queries are resolved or escalated in a timely manner in line with Data Protection and company policies.
-Communicate deadlines and clear target goals to all call centre staff.
-Monitor performance of all agents and report to line managers accordingly.
-Conduct team meetings to update members on best practices and continuing expectations.
-Generate and share comprehensive and detailed reports about team performance, mission-related objectives and deadlines.

The candidates:
-Experience of working with a diverse student population or the demonstration of an understanding of student's needs.
-Experience of providing a high level of customer service.
-Competent in the use of Microsoft Office packages.
-Excellent working knowledge of Data Protection legislation and other related regulations and policies.
-Excellent organisational skills required to cope with diverse deadlines.
-Clear, professional telephone and face to face manner.
-Ability to be flexible when required.

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