Job title:Team Leader - Customer Services
Location: London
Closing date:2019-06-11 00:00:00
Salary:£20,000 per annum
Job type:Full time
Role overview:
Team Leader - Customer Services 

Position: Team Leader - Customer Services 
Job Type: Full Time, Fixed Term Contract 
Location: London 
Salary: £20,000 per annum 


They are looking for a motivated, enthusiastic individual to join their Inclusion Calling Centre in Manchester, in the Customer Services department. Their  team make outbound calls to, and handle inbound calls from, parents and guardians to follow up on the medical and support information they have provided on young person's application to NCS. You will play a crucial role in ensuring that the gathering the information about the inclusion needs of young people is managed smoothly. Your time will be spent working with another Team Leader to train, manage and quality monitor a team of Inclusion Calling agents, assisting with making and taking calls if required. The successful candidate will report to the Inclusion Calling Centre Manager and will work in a fast paced environment, with a focus on customer experience and an expectation to meet both quantity and quality targets. 

What we need from you: 

- Experience in leading staff and in monitoring and reporting performance against targets 
- Ability to coach, support and motivate colleagues to improve performance 
- Experience in delivering training or sessions 
- Exceptional customer service skills, including escalated complaints handling 
- Exceptional communication skills, written and verbal 
- Strong time management and prioritisation skills, including effective delegation 
- Being a subject matter expert, adept at query handling and floor walking 
- Attention to detail and strong organisational skills 
- Enthusiasm for, and commitment to our mission and values 
- Experience of managing people or teams in a customer calling team (desirable) 
- Experience with Excel, Salesforce, and / or Natterbox (desirable)