Key Responsibilities
* Ensure daily operations run effectively with a primary focus on excellent service to both internal and external customers.
* Manage workload, relevant HR responsibilities, phone priorities, daily and special tasks, effective query management & back order scenarios, ensuring all daily targets and SLAs are met.
* Effectively manage team resources including leave requests.
* Monitor adherence of team(s) to the Quality Management System, ensuring all procedure gaps are resolved and that daily, weekly & monthly stats are issued to the relevant parties.
* Work closely with the Quality team and Process owners to be audit ready at all times.
* Focus on consistent continuous improvement within the team effort.
* Propose and support changes in relation to overall systems/process efficiencies.
* Act as the first point of escalation for individual, team, Divisional & customer issues working with relevant colleagues / leadership team to find effective solutions.
* Ensure effective communications by holding regular individual 1:1's, and team meetings; and attending and providing feedback from relevant department meetings.
* Be responsible for recruitment, including interviewing and new hire integration into the relevant team.
* Be responsible for performance management of team members, including completion of annual performance appraisals and performance improvement plans where relevant as well as support disciplinary procedures where necessary.
* Work closely with the Training team to ensure that all team members, including new hires, are fully trained on all aspects of their roles.
* Highlight and address any training gaps as they arise.
* Coach and mentor all team members on best practice approach to their roles.
* Ensure that the brand image is communicated in a positive and consistent manner to all customers, both external and internal.
* Ensure all functions to be carried out in compliance with the quality system.
Qualifications
Relevant third level qualification advantageous.
In-depth experience of working in a customer service environment.
Previous experience working in a team leader role would be an advantage.
Fluency in Spanish and English.
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.