Customer Service Team Lead - Nights

Some of your responsibilities include: 

• Provide assistance, support and coaching to Contact Support Advisors
• Be an escalation point for concerns raised by Advisors and consumers
• Contribute to the flow of internal communications to your teams from all internal departments
• Provide supervision and support to ensure all company standards and policies are adhered to and maintained
• Set goals for team members as required to support annual performance assessments
• Provide a support infrastructure to improve the quality of performance and improve the consumer experience
• Responsible for the management of team key performance indicators (KPIs), overseeing performance management, and reporting on team performance.
• Conduct call quality reviews with team members, providing feedback to ensure continuous improvement of consumer services, being aware of trends and escalating where required
• Responsible for team delivery of ‘voice of the consumer’ to obtain and reflect consumer levels of satisfaction
• Remain up to date with relevant Data Protection Act/s and procedures, ensuring the team adhere to company procedures.
• To ensure robust onboarding and offboarding processes are completed to support your team’s employee experience.