Team Lead

Manpower UK Ltd; Ringway; On-site; GBP 26,000 - 30,000; Full time

Job summary

Manpower UK Ltd in Manchester is recruiting a Customer Service Advisor Team Lead to manage a desk on a new client project for Capgemini. You will ensure delivery targets are met and run the desk efficiently.

You will lead up to 15 Customer Service Advisors, monitor performance, coach, train, and report regularly to Operations Managers. This role operates 35 hours per week, Mon-Fri, 7am–6pm, with hourly pay of £14.60.

Qualifications

• Experience leading a customer service team.
• Ability to manage up to 15 advisors and deliver targets.
• Experience conducting performance reviews and coaching.
• Strong communication and stakeholder management skills.

Responsibilities

• Resolve 1st line queries and escalate to Ops Manager when appropriate.
• Performance management of Customer Service Advisors, including monthly 1-2-1s.
• Conduct call monitoring and provide feedback sessions with each Advisor.
• Quality checks to ensure correct processes and promote knowledge base usage.
• Staff management of up to 15 Customer Service Advisors.
• Staff training, coaching and development of Advisors.
• Daily/weekly/monthly reporting to Operations Managers.
• Complete mid and end of year appraisals within timescales.

Skills

Team leadership

Performance management

Customer service

Communication

Job description

Customer Service Advisor Team Lead

Salary: £14.60 per hour

Location: Manchester

Hours: 35 hours per week, Monday to Friday, between 7am - 6pm

Manpower has a fantastic opportunity for the right candidate to become a Customer Service Advisor Team Lead, working on a new desk with our client, Capgemini.

In this role, you will be responsible for running the desk efficiently and effectively ensuring delivery targets are met.

What you'll do

• Resolution of 1st line queries from customers and escalation to Ops Manager when appropriate
• Performance management of Customer Service Advisors, including conducting effective monthly 1-2-1s
• Conducting call monitoring each month, providing feedback sessions with each Customer Service Advisor
• Quality checking to ensure correct process and procedures are being adhered to, including promoting knowledge base usage on every call
• Day to day staff management of up to 15 Customer Service Advisors
• Staff training, coaching and development of Customer Service Advisors
• Daily / weekly / monthly reporting to Operations Managers
• Completion of mid and end of year appraisal, ensuring these are completed in provided time scales

What you'll bring

• Understanding and experience of team dynamics
• Flexible approach
• Professional manner which represents Company's values at all times
• Enthusiastic and confident with a "can do" attitude
• Team player with the ability to build relationships with both colleagues and external clients
• Resilient and focused on delivering good levels of service through the team
• High focus on innovation and automation resulting in increased efficiency

If you're looking for fulfilling role helping your workforce to take a steppingstone into a career in technology, this could be your next move.