Job Summary:
We are seeking a highly skilled and experienced Team Lead to join our Customer Support team. The ideal candidate will have excellent leadership capabilities, strong problem-solving skills, and the ability to communicate effectively with both internal and external customers.
About the Role:
The successful candidate will be responsible for managing the daily operations of their team, including workload management, HR-related responsibilities, and effective query management. They will also be responsible for monitoring adherence to our Quality Management System and ensuring that all daily targets and SLAs are met.
Main Responsibilities:
1. Manage the daily operations of the team, including phone priorities, daily and special tasks, and effective query management
2. Monitor adherence to our Quality Management System and resolve any procedure gaps
3. Work closely with the Quality team and Process owners to ensure we are audit-ready at all times
4. Focus on consistent continuous improvement within the team effort
5. Propose and support changes in relation to overall systems/process efficiencies
6. Act as the first point of escalation for individual, team, divisional, and customer issues
7. Ensure effective communications by holding regular individual 1:1s and team meetings
8. Be responsible for recruitment, including interviewing and new hire integration into the team
9. Be responsible for performance management of team members, including completion of annual performance appraisals and performance improvement plans where relevant
10. Work closely with the Training team to ensure that all team members are fully trained on all aspects of their roles
11. Clinch and mentor all team members on best practice approach to their roles
Requirements:
To be considered for this role, you will need to have:
* A relevant third-level qualification
* In-depth experience of working in a customer service environment
* Previous experience working in a team leader role would be an advantage
* Fluency in at least one relevant European language apart from English would be advantageous
* Strong leadership capabilities
* Proven track record in problem-solving
* Ability to communicate effectively on an individual and group basis
* Excellent organisational and prioritisation skills
* Excellent knowledge of computer software packages
* Strong customer focus
* Self-starter and high self-motivation
* Ability to multitask, attention to detail, and accuracy essential
* Excellent numeric and analytical skills
* Willingness and availability to travel on company business
What We Offer:
We offer a competitive salary package, excellent benefits, and opportunities for career growth and development.
Contact Us:
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