Job Description

About the Role

We are looking for an experienced Customer Servcie Team Leader for a fantastic, well established, exciting business based in the Bicester area.

This is a great opportunity and ideal for anyone currently in a Customer ServiceTeam Leader role and keen to work in a more progressive and supportive environment.

Main focus of this role is to - Motivate and inspire the team to success through ongoing quality assessment, coaching and mentoring; ensuring that the team delivers the best possible performance and remains compliant whilst promoting a positive and engaging working environment.

Key tasks -

• Analyse, interpret, and report on team performance being able to analyse cause and effect and be able to implement changes to achieve company objectives. Reporting progress to the Manager with an appropriate action plan when required
• Deliver effective monthly performance reviews and probationary reviews, ensuring appropriate SMART objectives and succession planning are in place
• Create effective professional relationships with key stakeholders across the business and externally.
• Work closely with colleagues to share best practice and create awareness of department issues throughout the business
• Take responsibility for resolving escalated customer complaints through mutual resolution
• Work closely with HR on all aspects of people management including workload planning, recruitment, absence management, attrition, and disciplinary meetings
• Works as one team to drive and support company culture

• Effective problem-solving skills and able to analyse data to make timely and strategic decisions
• Demonstrate emotional intelligence through self-awareness, resilience, positive attitude, personal integrity, empathy, self-management, excellent interpersonal and influencing skills
• Translates the business strategic aims into achievable goals and sets direction for the team and be able to delegate effectively
• Highly organised with a flexible and adaptable approach to working and the ability to cope with frequently changing environment, often multi-tasking
• Proactive and innovative approach in identifying opportunities for continuous improvement that will add value to the business
• Computer literate and competent with Microsoft Office, in particular word, outlook, excel, PowerPoint

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