Customer Service Team Lead Nights

Some of your responsibilities include: - Provide assistance, support and coaching to Contact Support Advisors - Be an escalation point for concerns raised by Advisors and consumers - Contribute to the flow of internal communications to your teams from all internal departments - Provide supervision and support to ensure all company standards and policies are adhered to and maintained - Set goals for team members as required to support annual performance assessments - Provide a support infrastructure to improve the quality of performance and improve the consumer experience - Responsible for the management of team key performance indicators (KPIs), overseeing performance management, and reporting on team performance. - Conduct call quality reviews with team members, providing feedback to ensure continuous improvement of consumer services, being aware of trends and escalating where required - Responsible for team delivery of ‘voice of the consumer’ to obtain and reflect consumer levels of satisfaction - Remain up to date with relevant Data Protection Act/s and procedures, ensuring the team adhere to company procedures. - To ensure robust onboarding and offboarding processes are completed to support your team’s employee experience. What would make me a good candidate? This role is for someone who is motivated by helping others and wants to bring out the best in our Customer Support team. Required qualifications for this role: - Proficient ability to prioritise and manage workload effectively, for self and a team, to meet specified deadlines and performance metrics - Previous background in a Call Centre Operations - Demonstrable and effective people management skills, with a track record of professionally developing others - Able to create and maintain strong working relationships with consumers, customers, external suppliers and internal colleagues - Demonstrable experience in a consumer services or credit control role and environment - Effective at identifying problems and providing appropriate solutions - Ability to lead and motivate a team in exceptional consumer service and delivery - Proactive, self-motivated learner with a strong drive to achieve personal goals - You’re a true team player who is willing to support outside of your normal day to day - You align with our four core values and you’re simply a good human