Customer Service Team Leader

To manage coach develop and monitor the effective performance of a Customer Services team to enable them to achieve targets and KPls including but not limited to Productivity Quality Adherence and Customer Satisfaction. To lead from the front as a role model for the team promoting colleague engagement growth mindset and ensuring the success of Frasers Group is at the forefront of all practices.

1.    Managing and monitoring advisor and team performance to deliver KPls targets quality standards and outcomes.

• Ensure the team achieves all set SLAs delivers a minimum 85 Quality Assurance score and that monthly 121s are had with each advisor.
• Deliver updates participate and regularly host in our CS Operational Huddles to identify challenges and successes across the operation.
• Ensure that advisor records are kept up to date within the CS Management Hub and HR Personnel File.

2.    Managing and monitoring the daily workload plan adherence to deliver optimal performance and KPI achievement

• Work closely with both your Team Manager and WFM Team ensuring that your team are achieving business KPls; also ensuring that individual performance targets are being met including an adherence target of 95.
• Support the team with handling escalated queries across all channels ensuring that the highest standard of Customer Service is being provided.
• Promote our Goodwill Gesture structure across the operation ensuring that the team are providing an exemplary level of Customer Service.

3.    Managing and developing the performance and potential of the team

• Work closely with your direct reports to promote best practice conducting 2 quality checks per month and delivering valuable coaching and feedback for each quality check.
• Conduct a quarterly skills matrix in line with Talent Density with the purpose of creating a PDP for each advisor to be reviewed within each 1 21.
• Adhere to HR and People policies procedures and standards and be responsible for managing your teams adherence to these policies.

4.    Providing continuous improvement support to ensure that projects and continuous improvement activities land successfully in the team

• Act as a subject matter expert in your area identifying and recommending areas in which processes can be improved and feeding this back to your Team Manager.
• Ensure that any changes are communicated and implemented in a timely manner.
• Communicate effectively within your team promoting engagement and escalating relevant queries with the relevant stakeholders whilst ensuring your Team Manager is always informed prior to implementation of any change within the team.
• Any other assignments as directed by immediate superior as and when required.

Qualifications :

• Experience of managing and maximising the performance of others actively promoting best practice within a team whilst being a team player
• Ability to plan and prioritise effectively to meet changing priorities and demands
• Delivery and customer focused but always able to think commercially
• Ability to engage and influence stakeholders at an appropriate level
• Analytical pragmatic and systematic in approach to problem solving
• Ability to manage conflict and know when to escalate
• Encourage a growth mindset within the team to help facilitate continuous improvement
• Excellent communication and engagement skills with internal stakeholders and customers
• Act as a role model and be accountable within the department and promote best practice
• Competent and experience with IT systems including but not limited to; Microsoft applications Contact Management Systems and Workforce Management systems
• Able to work on night shift during weekday weekend and public holiday

Additional Information :

An opportunity like this at Frasers Group is for the fearless.

The potential is massive the experience unrivalled. To be able to make the most of it you need to live and breathe our principles you will:                                        

• THINK WITHOUT LIMITS  and take the team with you
• BE RELEVANT to our people to partners and to the planet
• OWN IT and back yourself

Remote Work :

No

Employment Type :

Fulltime