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Customer Service Team Leader/Supervisor


Are you an available immediately Customer Service Team Leader/Supervisor looking for an exciting opportunity? We have partnered with a London council authority, who are looking for proactive, reliable, motivated individuals with a passion for delivering first class customer service within their Contact Tracing department. It would be highly advantageous if the successful candidate spoke any of the following languages fluently: ArabicBengaliCantoneseFrenchSpanishPolishTurkishGreek  The position is offered as fixed term contract until March 31 st March 2021 in the first instance. The salary is £29,500 The hours and days of working are between 8.00am to 6.00pm, Monday to Sunday with 2 days off in the week This role will be remote working, so applicants will need sufficient space and internet access. Duties include: To lead, support and coach a team of up to 8 Customer Services Advisors who are multi skilled to deal with Contact Tracing and Community Aid Network (CAN) Shield Services.To inspire your team to deliver a quality-focused, responsive service to both internal and external customers.Provide operational management to a team of 8 Customer Services Advisors including identifying performance and training requirements to continually develop your team and deal with any escalated enquiries from residentsWork with the other Customer Services Senior Officers to set the culture for the team through your enthusiastic and positive approach to delivering excellent customer focused servicesProvide coaching and support to your team of CAN & Shield Contact Tracing Customer Service Advisors to enable them to deliver CAN & SHIELD and Covid19 Contact Tracing services by telephone, web, email and other channels, aiming to provide an efficient and accurate service and advise on a diverse range of CAN & Shield council and partner services resolving at the first point of contact wherever possible and ensuring council services interface seamlessly with back office departments.Analyse CAN & Shield Contact Tracing Customer Service Advisors’ performance against KPI’s and service standards and put actions in place where performance isn’t at the level expected by SMART targetsMotivate your team by recognising good performance and sharing best practise.Ensure a consistently high level of service is provided by managing attendance and work levels of the team.Managing and updating the team’s knowledge base and flag up gaps to the Customer Team e Manager.Updating the Teams Folder Knowledge Database with information as it comes in.Find ways to enhance the service to residents by offering more resolutions in the Contact Centre e and less need to transfer to the specialist services.Represent the team at meetings and deputise for the Can & Shield Contact Tracing Team Manager when required.Act as a role model for the team by helping with handling enquiries during peaks in the service and acting as the point of escalation for any customers not happy with the service being provided.Develop a good understanding of the services provided by the council and where to direct specialist enquiries.Draft responses to members enquiries and complaints to be signed off by the Contact Centre Team ManagerEnsure any outstanding Support Requests are completed and updated on the Customer Relationship Management (CRM) System for CAN & Shield, Contact TracingTo review Contact Tracing and CAN & Shield KPI’s dashboard daily to ensure daily targets are being achievedTo provide training to existing and New Can & Shield Contact Tracing Customer Services Advisors as when required for newly hired or existing staff. Please only apply for this role if you are immediately available 

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London, England, London, SW1V, United Kingdom

  • Ad ID:  17382438
  • Ad Type:  Offered
  • Posted on:  29/11/2020, 05:16
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