Customer Support Team Leader
- Managing and monitoring of the team performance to ensure service performance measures are achieved.
- Supporting, leading and coaching individuals within the team.
- Completion of team performance and development reviews.
- Completion of return to work absence interviews.
- Champion and support the implementation of change within the team.
- Complete monthly team quality checks
- Forecast and manage weekly team rota and team annual leave allocations
- Build and develop effective relationships with colleague groups including internal HR, Shared Services and wider external BAE business
- Ensure operating procedures and process standards are adhered to, including (but not limited to), internal call quality measures, data protection and confidentiality guidelines.
- Support and drive continuous improvement and implementation of new processes both within the HR Support team and HR Shared Services
- Act as an ambassador for HR Shared Services and display desirable behaviours
- Assist or host visits from internal service providers and corporate visits from both prospective and existing customers.
- Flexibility to work both out of hours and across different sites, within reason, as required.
- Proven ability to lead, coach, motivate and manage a team to achieve the highest standards of performance and accuracy.
- Experience of working within a Contact Centre environment with managed multi-skilled teams, high volume processing and customer interaction
- Excellent communication skills and attention to detail
- Self-motivated, enthusiastic with a positive attitude
- Good proven IT skills, in particular MS Excel and MS Word
- Prepared to work flexibly to support team members
- Ability to work under pressure
- Personal credibility and professional confidence
- Experience of continuous improvement
- Relationship building and influencing skills
- Familiar with HR policy and practice
- Ambition to progress and build a long term career
- Able to build excellent relationships and influence the customer
PLEASE NOTE: This position has been confirmed as being INSIDE IR35
AAP3 is acting as an Employment Business in relation to this vacancy.