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Customer Care Team Lead

Independent News & Media PLC

Belfast

  • Salary:

    Not Disclosed

  • Added:

    04/11/2019

  • Closing:

    in 2 days

A. ROLE PURPOSE

Location: Belfast

To lead, motivate and engage a team of Customer Care Representatives (CCR) to individually and collectively provide a superior level of service and deliver KPIs through coaching, development and day to day management. The successful candidate will need to spend 3 days per week in our Dublin office to assist with user testing, prior to the launch of Paid for Content (PFC).

B. ROLE RESPONSIBILITIES (Overview)

  • Build teams with a good working environment that are customer focused and motivated to provide a great customer experience and achieve service level goals.
  • Work closely with the existing Home Delivery Care team lead to ensure efficiencies across both teams.
  • Coach and follow up CCR performance in a structured way and be present as an inspiring and coaching leader of the CCRs in their daily work.
  • Manage the performance of the team and individual members through
  • Regular coaching, call monitoring and feedback
  • Completion of one to one reviews
  • Delivery of regular team meetings and daily briefs
  • Ensuring all individual team members have a complete understanding of KPIs, goals and objectives
  • Addressing under performance in a timely and appropriate manner through improvement plans and/or disciplinary procedures (in conjunction with Human Resources)
  • Analyse, interpret, present and act upon complex data maximising MI reporting systems to proactively drive and achieve targets
  • Handle customer calls (from time to time) and complaints escalated from CCRs ensuring superior customer experience is achieved
  • Proactively contribute to the review and improvement of systems, processes and procedures within the department
  • Keep fully up to date with technical knowledge, processes and procedures relating to the campaign
  • Organising shift/rota patterns and the number of staff required to meet demand, included on-call support from team leaders.
  • Perform additional duties as directed by the Head of Customer Care
  • Providing daily/weekly/monthly updates to the business on performance and customer issues.

C. EXPERIENCE AND QUALIFICATIONS (Minimum Experience & Essential Knowledge)

  • Inbound contact centre team management
  • Multi-channel customer contact experience (phone, webchat and email handling)
  • Proven people management experience
  • KPI management and proven track record of achievement
  • Be able to work on their own initiative.
  • Ability to multi-task and remain calm under pressure.
  • Experience working in a fast-paced environment
  • Collation and analysis of MI data for senior management

D. SKILLS (Technical & Non technical)

  • Effective leadership through team building and development
  • Leadership qualities and behaviours which maximise employee engagement
  • Have excellent interpersonal skills
  • Effective team and project management skills
  • The ability to relay messages and handle conflict
  • Adaptability and Learning agility
  • Excellent written and verbal communication skills, with an ability to communicate with confidence to a wide range of individuals and audiences

Job Snapshot

Job Type
Permanent Full-Time
Qualifications
A Levels
Sector
Customer Service & Call Centre
Job Roles
Call Centre Manager
Min Experience
2-3 yrs
Employer Type
Company
Contact
Derek Coughlan
Location
Belfast
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Employer Details

Independent News & Media PLC

Independent House,
27-32 Talbot Street,
Dublin 1

Job Ref:

2019-78

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Customer Care Team Lead

  • Belfast
  • Salary: Not Disclosed
  • Closing: in 2 days

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