Hybrid Service Centre Team Lead - Data & Coaching

WTW; Greater London; Hybrid; GBP 36.000 - 48.000; Vollzeit

Benefits dieser Stelle

Private healthcare

Life insurance

Group income protection

Pension scheme

Hybrid working

Volunteer day

Electric vehicle car scheme

Share scheme

Cycle-to-work

Dental cover

Optical cover

Critical illness protection

Zusammenfassung

WTW is seeking a Service Centre Team Leader to oversee data analysis, reporting and quality monitoring while coaching a team to deliver exceptional customer service. The role includes performance management, project planning, and handling escalations to ensure high-quality support for members and clients.

You will lead coaching sessions, manage performance improvements, and support new service installs, contributing to a professional, efficient service centre environment in a hybrid working

Qualifikationen

• Experience managing a contact centre or customer service team, with technical proficiency and familiarity with omnichannel contact/service centre platforms.
• Strong people management experience and be energised to inspire / motivate a team.
• Effective problem-solving skills, including experience in working through change and enhancing efficiency.
• Keen to provide an exceptional member service, with a positive and customer focused attitude.
• Clear and effective communication skills (listening, spoken and written)
• Computer literate and able to work to a high level of accuracy.
• Experienced in motivating, mentoring and leading a team to attain SLA targets.
• Flexibility to adapt to changing business needs and competing priorities.
• Strategic thinker, with evidenced ability of suggesting, developing, and implementing process improvements to enhance member experience / productivity.

Aufgaben

• Produce accurate reports and identify trends in data, proposing solutions to optimise productivity and enhance services
• Lead and motivate a team to provide exceptional customer service
• Monitor team progress towards quality and performance targets
• Complete monthly coaching and 121's with your direct reports, including performance improvement or development plans as required
• Assist with project planning, business pitches and recruitment
• Be a point of reference on more technical issues and non-standard queries
• Support Service Centre new service installs
• Assist with escalations and other incoming interactions as required
• Provide an exceptional level of service, adapting to different caller scenarios and challenges
• Positively represent WTW and our Clients by providing a friendly and professional service
• Inform the team of procedure changes and member communications

Kenntnisse

Contact centre management

People management

Problem solving

Customer service orientation

Communication skills

Attention to detail

Time management

Change management

Process improvement

Tools

Omnichannel platforms

Jobbeschreibung

WTW is seeking a Service Centre Team Leader to oversee data analysis, reporting and quality monitoring while coaching a team to deliver exceptional customer service. The role includes performance management, project planning, and handling escalations to ensure high-quality support for members and clients.

You will lead coaching sessions, manage performance improvements, and support new service installs, contributing to a professional, efficient service centre environment in a hybrid working