1. Job Description

The Company:
Located to the north of London, UK. Serviceline employs 200 people in UK and is one of the leading service providers in our industry. We provide a wide range of aftermarket solutions and products for commercial and institutional food service equipment with a nationwide, 24/7 service.

Used by major restaurant and hotel chains, independent restaurants, hospitals, schools, airports, correctional institutions, canteens, etc Serviceline are fundamental in ensuring these facilities are operating when the client needs them most.

Serviceline is part of Ali Group S.p.A which employs more than 7,000 people in 24 countries and, in terms of sales, is one of the largest groups worldwide in the industry.

Job Title:                Team Leader - Customer Contact Centre
Reporting to:          Service Delivery Manager

Job Role:
The main responsibility of the Team Leader is to lead, train and guide agents to execute their tasks by resolving problems, communicating deadlines and supporting the team to provide customer service of the highest level at all times. Meeting and exceeding daily KPIs for the Contact Centre.

Key responsibilities will include, however not limited to:
• Lead the contact centre agents, ensuring Ignite is used to its full potential and incoming calls are dealt with efficiently, promptly and in a professional manner. Provide a high quality, responsive Contact Centre.

• Improve customer satisfaction and call quality by monitoring and giving feedback on a weekly basis. Ensuring Agents are focused on providing high levels of Customer Service on every contact.

• Take calls and handle escalated customer issues as needed, working to provide a quick resolution for any issues reported by Customers, avoiding the need for further escalation when possible.

• Accept change by demonstrating a positive attitude when a change occurs and influencing others within the team to accept change.

• Monitor live team performance on contact centre client, acting quickly to address any shortcomings.

• Work closely with the Service Delivery Manager, implementing change when required. Performing management duties when required e.g. out of office.

• Assist in fine-tuning and implementation of Policies and Procedures

• Provide encouragement to team members, including communicating team goals and identifying areas for new training or coaching and executing a plan to deliver.

• Provide feedback to agents through side-by-side coaching, targeting an average of 2 hours of coaching per week, which are documented. Motivating and developing all team members.

• Being hands-on, leading by example. Ensuring time is spent completing the same tasks as Agents to maintain own knowledge and provide sufficient cover within the team (phones and emails)

• Ad-hoc duties as required ensuring the smooth running of the department.

Person specification and skills
• Contact Centre experience with strong Customer Service skills that go beyond scripts and prompts.

• Motivated by providing excellent Customer Service, resolving problems and supporting others to achieve quality driven targets.

• Ability to make sound decisions with minimal guidance.

• The ability to motivate people and remain calm under pressure.

• Good “people skills” for building relationships with colleagues at all levels across.

• The ability to plan and prioritise your work and other people’s.

• Adaptable, willing to accept change and try new ways of working.

• Strong team

Question Title

* 1. By clicking yes you are confirming that you understand the job description above, feel your skills closely match those specified and agree to Serviceline or another member of the AFE Group Ltd contacting you with regards to the position of Team Leader - Customer Contact Centre or any other roles we feel are relevant to your skills.

Do you wish to proceed?