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Customer Support Team Leader

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Job Summary

This role will report to the Senior Customer Support Manager and will manage a team of Customer Support Consultants to deliver excellent customer support for all Payroll products via both email and telephone.

Main Responsibilities

Projects:

To be responsible for implementing and running essential Support based projects with key deliverables and tight timescales.

  • Maintain project scope
  • Maintain project plan
  • Monitor progress
  • Prepare daily/weekly/monthly updates
  • Arrange project meetings including agenda and minutes
  • Complete and communicate project plans

 

Department Duties:

Build, develop and motivate your team through outstanding leadership, inspiring individuals to maximise their performance while dealing honestly with poor performance

 

  • Regularly coach individual team members and organise ad-hoc team training
  • Manage daily/weekly/monthly KPIs
  • Monitor team and individual productivity to ensure that service level agreements (SLAs)  are maintained
  • Be involved in the recruitment process for all new team members
  • Deliver monthly 1-2-1s to the team
  • Promote team building and form good relationships with other areas of the business
  • Conduct performance reviews and sets objectives
  • Manage time effectively and meet agreed deadlines
  • Show excellent commercial awareness and understand all the aspects of the Contact Centre environment
  • Act as point of escalation for team concerns/customer complaints/issues to be fed back to the Senior Support Manager
  • Use initiative and take responsibility for personal development of staff members
  • Maintain/update/revise management reporting highlighting any deficiencies, possible reasons and build action plans
  • Ensure monthly capacity and work flow schedules are adhered to:
    • Schedule work daily/weekly/monthly
    • Allocate work daily/weekly/monthly
    • Monitor work progress

Key Relationships

 
  • Wigan QA
  • Stockton Development
  • Stockton QA
  • Stockton/Wigan Support
  • Wigan Admin
  • Marketing Payroll/HR
  • Manchester Sales


Experience

 
  • GCSE Maths and English or equivalent
  • Customer Service qualification NVQ or equivalent

Competencies

 
  • Team Leadership
  • Interpersonal Awareness
  • Teamwork
  • Customer Awareness
  • Drive for Achievement
  • Resilience
  • Initiative
  • Innovation
  • Planning & Organising
  • Commercial Awareness

Closing date:
18 Mar 2016

Location:
Wigan

Salary:
On application

Reference No.:
2027

Position type:
Permanent

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