Key Areas Description Performance standards are satisfactory when: Establish team goals and standards and develop the team s ability to achieve them.

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1 JOB SPCIFICATION Job title: Contact Centre Team Leader Responsible to: Contact Centre Operations Manager Responsible for: To coach and develop advisers to an excellent standard of performance. To provide an efficient customer focused service, meeting business and team targets through effective line management of staff. by: nsuring a high quality service is being delivered to our customers by the team. Supporting and encouraging personal development with the staff you line manage. Location: Bromley Key Areas Description Performance standards are satisfactory when: Performance support Manage and motivate Advisors, developing an environment where all can give their best. stablish team goals and standards and develop the team s ability to achieve them. Conduct regular coaching and 1:1s with all staff. Monitor and report on individual and team performance against pre set and agreed SMART objectives. Identify learning and development needs and ensure needs are met. Create an environment where learning and staff development is a high priority and performance is improved as a result. Take ownership to deal with any escalated calls or difficult situation to a satisfactory conclusion. Contact Centre Advisors meet and exceed their targets. The Contact Centre meet and exceed its departmental KPIs. 1

2 Service improvement Promote the benefits of quality and continuous improvement. Implement quality monitoring tools and techniques, and use customer feedback to increase customer satisfaction. Identify areas for service improvement and contribute to reviews of working practices. Work closely with colleagues across the Group to increase knowledge and understanding of their procedures and customer requirements. nsure excellent customer service is being delivered across all contact channels and advisors are highly proficient in dealing with all types of contact. Identify and report on channel trends and issues. The Leadership Factor customer satisfaction scores improve. The benchmarking customer satisfaction index rating improves. First Call Resolution rates improve. Customer satisfaction levels increase. Team work & flexibility Work closely with the Contact Centre Operations Manager to recruit a consistently high calibre of applicant to the contact centre. Support the induction and development of all new recruits by working with the Ops Trainer. Create an environment and culture where open and honest communication and co-operation between teams is supported and valued. Provide cover for other members of the Customer Service Management Team. nsure adequate phone cover at all times. Work with other phone managers and the resource planner, to Consistent advice and support for all staff within the team. 2

3 meet required attendance on team to consistently achieve the agreed service level. Undertake any other duties in line with the role as required. quality & diversity nsure compliance with the organisation s quality and Diversity policy and relevant legislation. Health & safety nsure compliance with and promotion of the organisation s Health & Safety policy and legislation. nvironmental Demonstrate a commitment to environmentally friendly practices in line with the organisation s nvironmental Sustainability Strategy and relevant legislation. 3

4 PRSON CRITRIA Job title: Contact Centre Team Leader ducation / Qualifications Knowledge & Understanding Skills xperience Attributes Good general education Understanding and appreciation of the need to deliver top quality customer services Understanding of the principles of continuous improvement Understanding of recruitment procedures Ability to maintain confidentiality and an understanding of The Data Protection Act Liaising and negotiating skills xcellent communication skills Ability to compile statistical data Computer literacy Numeracy Decision making skills xperience ofdealing with the public face to face and/or on the phone Can demonstrate the ability to solve problems xperience in a team working environment xperience at management level xperience of leading people through change xperience of performance management and coaching xperience of using social media in a business environment xperience of using modern contact centre systems Organised and methodical approach Adaptable and open to change Can motivate and inspire others D D 4

5 Ability to work on own initiative and to deadlines Can do attitude towards achieving results Other Commitment to equal opportunities Flexibility to work in line with the needs of the business = ssential D= Desirable 5