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Customer Services Team Leader
Eingestellt von Hyphen
Gesuchte Skills: Support
Projektbeschreibung
Accountabilities/Responsibilities
*Performing the required % of calls/paper processing audits as per the Quality Assurance Procedures
*To achieve the required audit targets for the worktype.
*Delivery and planning of training and/or coaching based on the levels of quality and accuracy and business need.
*Provide coaching support, as appropriate, to all team members.
*Involvement in Projects as required.
*Devise and/or carry out training plans for new and existing employees, product launches or refresh training when required.
*Act as point of escalation for complaints as and when required.
*Act as a point of contact for contentious/complex enquiries.
*To deputise for Team Manager where appropriate, for example to provide holiday cover
*Performance Management - To ensure the delivery of People Management Pru and that all its processes.
*Supports the delivery of Service Level agreement targets and performance standards
Knowledge and Skills
*Comprehensive knowledge of relevant Products, systems and Procedures
*Knowledge of current legislation, ie Data Protection Act, Compliance and FSA rules
*General organisational business and financial awareness.
*Understanding of Authority limits where relevant
*Competence in the application of Quality Assurance process and criteria standards
*Proven ability of being able to handle all aspects of Call Handling or processing role of relevant department that job holder will now be providing support on.
*Maintain and implement Personal Development Plan with Manager
*Knowledge of the Treating Customers Fairly principles
*Coaching/Training skills
*Time Management and Organisation skills
*Inter-personal skills
*Excellent Communication skills- oral/written
*Customer complaint handling skills
*Analytical skills
*Problem solving and decision making skills over different levels of problems
*Creativity applied to complex problems
*Strong problem solving skills
*Can deliver and receive feedback in constructive manner
*Open minded approach to dealing with ideas and suggestions from colleagues and customers
*Can contribute to good working atmosphere within own team
*Proven ability in dealing with customers internally and externally
*5 GCSE's or equivalent
*Education to Higher level or equivalent is desirable
If you feel your skills and previous experience are a match to the above brief please apply immediately for consideration. Send your CV
hy-phen Limited is acting as an Employment Business in relation to this vacancy.
The Adecco Group UK & Ireland is an Equal Opportunities Employer.
Projektdetails
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Einsatzort:
Aberdeenshire, Vereinigtes Königreich
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Projektbeginn:
asap
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Projektdauer:
2 months
- Vertragsart:
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Berufserfahrung:
Keine Angabe
Geforderte Qualifikationen
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Kategorie:
Sonstiges