Customer Champion Team Leader (12 Months FTC) - Pinnacle Pet UK

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One Year Maternity Cover

The purpose of this role is to manage a team of Specialist Customer Champions to deliver the operational requirements of the Contact Centre. The Contact Centre Team Leader will be responsible for optimising Customer Service Advisors’ time to ensure service is delivered in line with our key performance indicators and quality targets.

The Customer Contact Centre Team Leader will be able to demonstrate individuals’ potential for development, and be able to document SMART development plans for the individuals to achieve. They must excel in verbal and written communication skills, and demonstrate the ability to explain complex and technical information clearly and accurately. They will be able to evaluate and understand the impacts of their decisions, whilst considering the business needs.

Generating enthusiasm and energy is fundamental, in order to instill commitment, focus and motivation within the team, while demonstrating the appropriate behaviour in all circumstances. The Customer Contact Centre Team Leader will demonstrate initiative and will have a willingness to share their experience and knowledge to enhance the effective working relationships of the department.

Key Responsibilities

• To manage client lines, ensuring agent’s available time is utilised effectively at all times.
• To handle all escalated calls in a professional and courteous manner, in line with Company procedures
• To identify development areas within the team and highlight any development needs to the Customer Contact Centre Trainer and Customer Contact Centre Manager.
• To provide timely documentation for all required information to support Customer Service Advisors performance, i.e. 1-2-1’s, return to work, performance management.
• To help Customer Service Advisors develop and improve call handling skills and product knowledge and holding monthly reviews
• To assist with call taking and help improve our service levels particularly when we are struggling with PCA
• Seek to achieve and exceed individual, team and departmental targets, acting as a role model to Customer Service Advisors and Senior Advisors
• Leading, managing and motivating to ensure that the service standards and targets are met whilst team morale remains high, to motivate the team to meet and exceed targets
• To maintain an acceptable level of attendance, punctuality, housekeeping and general time-keeping, acting as a role model to colleagues
• To use call centre systems effectively and continuously monitored throughout the day to ensure targets are met
  

Successful Candidates Will Have

• Previous call centre experience (preferably in an inbound environment)
• Proven people management experience
• Proven experience identifying individual development needs
• Proficient customer service experience
• Sound experience working towards individual, team and departmental targets
• Excellent communication skills, verbal and written
• Proven complaint handling experience
• Sound organisation and time management skills together professionalism
• Onsite 3 days in Borehamwood, 2 days WFH (after training complete)
  

Department

Customer Services

Contract type

Fixed Term Contract

Hours

37.5

Salary

TBC