Team Leader - Customer Service Operations

Description

• Conduct quarterly performance reviews, identifying areas for improvement based on insights gathered from monthly productivity and quality assurance assessments.
• Reporting on daily, weekly and monthly statistics for the department.
• Deliver 1 on 1 training and development.
• Improve overall department efficiency and quality be identifying and implementing opportunities for process improvement.
• Managing and leading a team of CSAs.
• Recruit and train new team members, collaborating with the Team Trainer and other Team Leads to maintain and enhance training programmes.
• Address customer inquiries and complaints effectively while developing programs and procedures designed to enhance productivity and performance.
• Managing performance and absence levels of your CSAs.

Requirements

This is a full-time, permanent position, that will be based at our TDS office in Glasgow. This position will follow our hybrid working policy of a minimum of 2 days a week in the office.

• Be able to demonstrate a strong commitment to excellent customer service.
• Motivating, incentivising and engaging your team and the wider operation.
• Have experience in handling employee relations and people management issues.
• Have proven management experience.
• Demonstrate excellent written and verbal communication skills, along with proficiency in using applications such as Word, Excel and Outlook.
• Be able to manage multiple tasks simultaneously and prioritise a demanding workload.

Benefits

The department is operational from 8am to 10pm Monday – Sunday, and you will be expected to work 35 hours on a rota, working 5 days over 7. We also offer enhanced pay for evening and weekend shifts.

• 33 days holiday inc bank holidays
• BUPA Private healthcare
• Additional day off for your birthday
• Pension Scheme
• BUPA Wellbeing cash plan

Training + Development

Interview process

Visa Sponsorship

Security clearance