Consumer Service Team Leader

Recruiter
Electrolux PLC
Location
Bedfordshire
Salary
20000.00 GBP Annual
Posted
22 Sep 2017
Closes
20 Oct 2017
Function
Consultant
Contract Type
Permanent
Hours
Full Time

ROLE OBJECTIVES:

Reporting to the Consumer Service Contact Centre Manager, the Consumer Service Team Leader performs a key role in managing, coaching, developing and motivating a consumer-focused team. The role holder will continuously drive productivity, ensuring maximum operational efficiency in the Contact Centre, and providing an outstanding customer experience. The role will provide proactive support with a clear aim to increase the service provided across all levels of the department. The Consumer Service Team Leader is expected to be a role model for all staff working in the Contact Centre.

KEY OPERATIONAL RESPONSIBILITIES:

Customer Responsibilities:

  • To plan and prioritise internal and external consumer and customer needs and requirements.
  • To provide exceptional service to all types of internal and external consumers and customers.
  • To deal with and resolve escalated issues in case of difficulties or complaints from team members, internal and external consumers and customers.

Team Responsibilities:

  • To manage a team effectively to ensure targets are met on a daily, weekly, monthly and quarterly basis.
  • To work towards the departmental KPI's being met on a daily, weekly, monthly and quarterly basis.
  • To monitor the quality standards of service provided to consumers for team members.
  • To provide coaching, personal development and support to team members, including one to one sessions and team briefings.
  • To assist with the analysis of workload and development of Contact Centre performance and procedures to ensure continuous improvement.
  • To work in collaboration with the Consumer Service Trainer to create personal development plans for individual team members and assist in team and departmental training requirements.
  • To ensure adherence to company policies including effective monitoring & management of sickness, unplanned absence and holidays, minimising impact on the team and ensuring targets are met.
  • To take a proactive view to resource management to meet both team and departmental requirements.

CRITICAL FUNCTIONAL SKILLS:

People Management

Communicating, Negotiating and Influencing

Consumer Focus

Customer Focus

Planning & Prioritising

Problem Solving

Financial Awareness

ADDITIONAL REQUIREMENTS:

Computer Literate

Familiar with Microsoft Office - Word, Excel and PowerPoint

COMPETENCY FRAMEWORK REQUIREMENTS

As a communicator

  • Convey information to all concerned clearly and convincingly and with self-confidence
  • Are able to address external stakeholders in a professional and convincing manner
  • Able to influence colleagues and managers in a proactive and appropriate way to build strong networks

As a person

  • Act with integrity, honesty and morale
  • Are open and want to grow by learning and developing yourself
  • Are accountable and take responsibility for actions
  • Are ambitious and truly motivated to perform
  • Want to do what matters, whilst appreciating cost implications to both business and customers
  • Are a true team player
  • Demonstrate flexibility

As a team player

  • Demonstrate ability to work alongside and within a strong team
  • Good interpersonal skills on all levels
  • Value and understand the individual needs of each member of the team
  • Build relationships within the team that create trust, respect and honesty