Team leader

Manpower UK are supporting our reputable client in identifying a Team Leader to oversee their customer service team based in Stockport. You will be joining a successful team who can offer an excellent work environment.

As the team leader you will be directing and supervising team members, you will assist the Customer Service Manager with customer service activities and assist in providing excellent customer service and developing customer relationships.

Main Duties:

• Effective coaching and training of team members
• Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction
• Support Customer Service Specialists in providing highly accurate and customer-focused service
• Ensuring that all the SLA's are met
• Takes responsibility for and maintaining up to date knowledge on all internal complaints processes and procedures
• Observes performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends
• Step in to attend to customers that are proving difficult to team members and resolve their complaints
• Assists team members who are having difficulty performing their duties by putting them through and giving them personal coaching
• Ensures the team has the necessary skills and tools to be able to maximise delivery performance
• Keeps the team positive and motivated
• Deals with escalated and complex customer queries
• Leads by example in providing a safe environment
• Ensures appropriate resources are planned in order to maintain services
• Drives performance with the goal of providing excellent customer service in order to meet telephone evaluation targets

We are looking for a candidate who has worked in a similar role overseeing a small team of customer advisors and is approachable, friendly but is able to drive activity and reach KPI's.

Should you feel you have the relevant experience, please forward your CV in the first instance.