Team Leader

Robert Bosch Group; Liverpool; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading global technology company in Liverpool seeks an experienced Team Leader to manage a team of Customer Service Associates. The role involves providing top-notch customer service, coaching the team, and driving performance to enhance customer experiences. Ideal candidates will have strong management skills, excellent communication abilities, and a commitment to delivering first-class customer service. Flexible working options are offered.

Benefits

Flexible work time options

Hybrid working options

Employee discounts

Qualifications

• Significant management experience in a fast-paced customer contact center.
• Strong leadership with evidence of developing team performance.
• Excellent verbal and written communication skills.
• Proactive, confident, and self-motivated.

Responsibilities

• Manage a team of Customer Service Associates.
• Resolve queries in a prompt and friendly manner.
• Coach and develop the team to meet targets.
• Ensure effective communication with stakeholders.
• Identify opportunities to improve customer experience.

Skills

Management experience

Leadership experience

Customer service

Communication skills

Planning skills

Problem-solving skills

IT Savvy

Team player

Tools

MS Office

Job description

Company Description

Do you want to influence the future of service and shape customer experience for some of the world’s leading brands? Whether in the areas of mobility solutions, consumer goods, industrial technology or energy and building technology – with us, you will have the chance to improve quality of life all across the UK and across the globe. Welcome to Bosch. For more than 30 years, Bosch Service Solutions (SO) offers global innovative services in more than 30 languages with over 10,000 associates across 37 locations. Bosch Service Solutions has evolved over the past few decades into a successful international provider of Business Process Outsourcing
To achieve the ambitious objectives of our growing site in Liverpool we are looking for an experienced Team Leader to join one of our exciting campaigns, which is a much valued and established brand.

Job Description

Your responsibilities:

• Through strong leadership, manage a team of Customer Service Associates to provide a first-class customer contact and customer journey.
• Resolving queries Right First Time in a prompt, friendly and professional manner.
• Coaching, developing and motivating the team to maximise performance and meet targets
• Build and promote a positive work culture, which promotes the delivery of excellence
• Providing a value-add service that enhances the customer experience and builds our brand and service reputation
• Channeling communication to ensure key stakeholders are kept abreast of the campaign performance and challenges
• Proactively identifies and creates opportunities to improve the customer experience through continuous evaluation
• Identifying, highlighting and escalating any service-related issues, incidents or trends
• Delivering and maintaining both individual and team targets
• Flexibility in hours of work/shift patterns

Qualifications

What distinguishes you?

• Significant management experience working in a fast paced, high-performance culture, ideally within a customer contact centre
• Strong leadership experience with evidence of driving team performance through coaching and development techniques and situational leadership
• Strong understanding of people issues and the skills and experience to manage others
• A passion for delivering first class customer service
• Excellent verbal and written communication skills
• Excellent planning and organisational skills, with a quality focus and attention to detail
• The ability to make decisions and influence change through others
• Commercial acumen
• Resilient with a strong work ethic and the tenacity, drive and determination to achieve and succeed targets
• Good social and interpersonal skills
• Good listening and problem-solving skills
• A professional and positive approach
• Proactive, confident and self-motivated
• A team player
• IT Savvy with good MS Office and keyboard skills
• Flexibility to work shift pattern, 7-day operation between 0830 - 2030

Additional Information

Your future job location offers you: flexible work time options, hybrid home/office based working options, benefits and services, employee discounts, room for creativity and centrally city based location.