Customer Relations Part Time Team Leader

Recruiter
Three
Location
North Lanarkshire
Salary
Excellent Salary +Benefits
Posted
15 Sep 2016
Closes
25 Sep 2016
Contract Type
Permanent
Hours
Part Time

Competitive & Excellent Benefits

The role and its purpose
Leading and developing teams: Regularly engage with team to provide clear direction, support and development.
Performance Management: Actively manages the performance of their team and individuals.
Influencing Others: Influence and persuade others to support the delivery of my and my team`s objectives.
Target Driven: Has a passion for success, consistently achieving or exceeding targets. Continually monitors performance and takes action to address shortfalls in performance for themselves and others. Recognises their individual impact on the success of the business and uses every opportunity to maximise customer experience.
Passion & Resilience: Is enthusiastic about working for Three and thrives on challenge. Remains positive under pressure or during quiet times, encouraging others to do the same.
Customer Approach: Proactively engages with customers in an enthusiastic and friendly manner, quickly and effectively building rapport. Takes ownership for resolving customer queries, demonstrating patience and empathy for their concerns. Ensures that every customer has a positive brand experience of Three, and seeks to develop a loyal customer base.


What makes this role unique
At Three we can see a whole new world emerging. We are committed to improving things for our customers. Every single person believes that we can challenge, change and lead the mobile communications industry. We`re no ordinary telecoms company. We have amazing people in our company and our Company Plan is centred around the growth and development of our people.

The Customer Relations Team provides solutions to customer complaints received via the inbound voice channel. They are tasked with delivering high quality, customer centric solutions and providing insight to identify customer experience improvement opportunities. The team are passionate about turning a poor customer experience into a positive one to drive long-term customer advocacy and brand recommendation.

A Team Leader is responsible for the management and delivery of all facets of team performance, along with meeting their own personal objectives and key performance indicators. Ultimately they are responsible for having robust plans in place to drive performance through call quality by providing coaching, feedback and support to team members.


What does the role involve
Behaviourally support a culture of excellence in your team by leading as an example, with customer experience at the heart of their activity, where every call drives brand advocacy.

Support in delivery of customer experience metrics in line with your team and campaign targets
To proactively coach and develop your team through regular and effective reviews and constructive feedback
Ensure performance management and ongoing development plans are completed for all team members
Drive efficiency measures within the team to maximise productivity and effectiveness in line with Key Performance Indicators
Ensure your team adheres to absence and shrinkage policies and that any exceptions or people management issues/queries are escalated to and are managed effectively through your Operations Manager
Effectively manage and deliver team brief/buzz sessions,communications and administration tasks as required
Create a positive, enjoyable and motivational working environment in line with the Employee Brand that allows your team to thrive, an drive outstanding levels of employee engagement
Support on new initiatives, driving operational improvement opportunities whilst ensuring buy in throughout the team

The type of person we are looking for
Must-haves

An advocate for Three behaviours and Be Three skills. Able to demonstrate these in every day working.
Minimum of "Great" in most recent FOCUS review
Consistent performer customer experience KPIs
Can provide evidence of contribution to team, e.g. sharing knowledge and best practice
Ability to demonstrate how to interpret KPI reports and how these can be used to analyse trends and influence performance and/or behaviours
Ability to demonstrate motivational engagement techniques
Nice to have

Experience gained within a contact centre environment
Personal resilience for working in a dedicated complaints area
Experience in managing people`s performance/behaviours and of having challenging conversations.
Understanding of how to manage, coach and develop a team.