Team Leader

An excellent opportunity has arisen for 9 month Team Leader Secondment in Telford. This is a fully office based role.

The core purpose of the role is to be accountable for leading and coaching a group of Customer Consultants (c12) to deliver business targets (commercial, compliance, efficiency) in adherence to compliance legislation and guidelines and managing them in accordance with the company competency framework, policies and procedures.

Key responsibilities:

• Coach and deliver call feedback against successful and non-successful outcome calls and ensure the best outcome is being delivered to the customer and the business.

• Conduct the required Agent coaching interventions as specified by the business, translating these together with agent performance data into coaching and development plans and feeding these into the regular company performance review process conducted by the Team Manager. 

• Communicate effectively with Customer Consultants conducting regular briefings and leading team meetings to ensure client and business information is delivered in a timely and appropriate manner, monitoring, and delivering team morale and motivation and a ‘can do’ culture.

• Maintain expected team standards and ensure best practice people management by conducting all people management related activity, including probation reviews, one to one’s, performance reviews, investigations, welcome back discussions, Stage 1 & 2 attendance reviews and performance improvement activity in accordance with Company policy.

• Identify Customer Consultant performance versus targets; guiding the work and translating this into appropriate performance appraisal feedback, development plans or formal procedural action and execute these actions.

• Manage change positively and promote continuous improvement by recommending changes that will improve results whilst retaining employee commitment.

• Act as Duty Manager providing floor cover and conduct escalated Expression of dissatisfaction (EOD) calls as per company process.

• Assist the TM/OM with ensuring that all shifts are covered and communicate changes or overtime needs as required.

Key Tasks:

• Score agent against Fair Customer Outcome model.
• Provide coaching and feedback on calls marked.
• Review Customer Consultant Exception Reporting and correct errors as required.
• Lead Customer Consultant team meetings and attend own Team meetings in line with schedule or ad-hoc as required.
• Be involved in Customer Consultant call calibration sessions conducted by the Call Quality team and help facilitate ongoing improvement actions.
• Attend team review sessions with TM/OM as scheduled to decide performance management interventions on all areas of Customer Consultant performance (e.g. call quality, commercial performance, efficiency, complaints and account errors).
• Conduct people activity under formal company policies such as probation reviews, welcome back discussions, stage 1 and 2 Attendance reviews and investigations where needed.
• Manage underperformance using PDP or PIP as appropriate before escalation for formal performance.
• Conduct manager calls on EOD in line with company process.
• Coach on Customer Consultant queries as required and decide if additional coaching is required from these; complete and record this coaching.
• Conduct performance reviews and attend own review session as scheduled.
• Support Customer Consultant recruitment as required.
• Hold interviews for Customer Consultant positions where required.
• Log and track compliance failures.
• Act as point of contact for the Customer Consultants on process, people and systems queries.
• Cover a rotation of all operating hours across weekdays and weekends; ensuring the security of the department when telephone lines close and Customer Consultant leave and closing processes are adhered to.

Skills / Knowledge / Experience:

• Ability to communicate and influence across the organisation.
• Ability to organise, deliver and document structured and regular feedback on behaviour, processes, systems, and policy.  
• Previous experience of taking and resolving escalated customer queries in line with company and regulatory procedures and converting the call into coaching where appropriate.
• Committed to delivering the right outcome for the business, client and customer and the proven ability to inspire this in others.
• Committed to creating the right employee experience through role-modelling positive management culture, managing effective performance, maintaining excellent behavioural standards and effective communication models and proven ability to deliver this.
• Ability to work on own initiative and as part of a team with proven ability to innovate and deliver change.
• Ability to use Microsoft Office.