Client Services Helpdesk Team Leader

Salary: £20,000 - £23,000
Ref: Basingstoke - T 3748

An opportunity exists for an experienced Team Leader to join this professional organisation on an initial 6 month fixed term contract basis.

The role of the Team Leader is to efficiently manage the performance of the client services centre staff. You will be responsible for providing a quality service to both internal and external customers and overseeing the day to day running of the client services team.

Main Responsibilities:

  • Manage incoming telephone calls to be answered within agreed standards of service and and KPI’s
  • Collation of call stats and effectively report
  • Provide day to day management of the team including performance and HR duties where appropriate and in conjunction with Team Manager & Quality Manager
  • Provide support and training to members of the team, including new starters in line with training program & Quality Manager
  • Support the other Team Leaders and Team Members with a positive attitude and cover during periods of sickness and holiday
  • Ensure quality and consistency is present in all interactions both verbal and written
  • Adhere to the departmental schedules and Standard Operating Procedures, ensuring these are distributed regularly to the team.
  • Ensure departmental processes are regularly reviewed for continuous improvement with the Quality Manager
  • Ensure complaints are dealt with appropriately and within time scales specified, working closely with the Complaints Manager

Qualifications and skills essential for the role:

Skills required

  • Previous experience in a Contact Centre with a high inbound call volume
  • Proven organisation skills and the ability to manage and prioritise a high volume of complex paperwork
  • Demonstrate through experience or training a thorough understanding of all depart mental processes
  • Ability to demonstrate through experience or training sound management skills supporting direct reports in a fair and unbiased manner
  • Able to work in a team displaying a high level of patience and a consideration of others needs
  • Ability to ask questions and analyse the information to determine customers needs
  • Making decisions demonstrating loyalty, trust and professionalism at all times

Technical Knowledge

  • Knowledge of Microsoft Office package
  • Basic website and database knowledge

If you do not hear from a Consultant within two weeks of submitting your application then unfortunately on this occasion you have been unsuccessful.

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