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Team Leader

Edinburgh, Midlothian
Remote Working
Remote Working
Job Type
14 Sep 2022

Customer Service Team Leader

Salary: £35,000 - £38,000

Full time: Permanent Contract - Remote working

Start Date: ASAP

About the role

Working Hours: 37.5 hours per week - Working 5 days per week between Monday-Sunday on shifts between 8:30am-08:30pm

Remote working after the initial four week training period!

Our client has an exciting opportunity to join their banking customer service team, based onsite on a full time basis.

This is the perfect opportunity to join a rapidly growing outsource business where progression and development are a key focus!

What will you be doing?

As a Team Leader, you will be responsible for a team of up to 15, this will be a fully rounded team leader role where you will bring your experience of managing, developing and coaching a team in a call centre environment.

Key Responsibilities:

  • Provide direction, leadership, inspiration and motivation to team members.
  • Coach and mentor team members in the principles of providing excellent customer service and participate in the development and management of a call quality monitoring programme.
  • Assist team members to resolve customer problems where their knowledge or confidence is lacking, so they may attain the skills and knowledge to handle such matters without aid.
  • Lead by example, be approachable, and demonstrate a "can do" attitude, to develop a culture of working together to help us achieve the best results.
  • Work to targets (e.g. quality of handling customer contacts); able to manage own time and prioritise tasks to meet and exceed these targets.
  • Make decisions regarding operational activities, reducing any potential risk to the customer, client and our ability to meet contractual Service Level Agreements (SLAs).
  • Analyse working practices to identify best practice and develop new methodologies to improve productivity and service delivery, in conjunction with other Team Leaders.
  • Undertake regular "one to ones" with direct reports; provide feedback on how they are performing and how they may improve performance and contribution.

Who will you be?

Ideally you will be available within a couple of weeks and have upwards of 6 months experience in a similar role.

If this role sounds like a good fit, get in touch today, we will aim to turn around applications within 24hrs!

The Recruitment Co. is an equal opportunities employer and we're committed to diversity and inclusion in the workplace.

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  • Job Reference: 711519862-2
  • Date Posted: 14 September 2022
  • Recruiter: The Recruitment Co
    The Recruitment Co
  • Location: Edinburgh, Midlothian
  • Remote Working: Some remote working possible
  • Salary: £37,000
  • Sector: Executive Positions
  • Job Type: Permanent