Team Leader Classified Ads featuring "performance"

Call Centre Team Leader My client are seeking an experienced customer service team leader to work within their business.Managing a team of inbound call centre operatives, responsibilities will include:-Regularly appraise and review staff in line with Company methodology for probation, objective-setting and appraisal management.-Proactively manage efficient team delivery and output within agreed service levels and business targets.-Proactively manage and control work schedules and team skills levels to meet productivity and quality targets.-Ensure training and development plans are maintained for all team members.-Manage the fair and consistent application of performance management and disciplinary measures as necessary.-Lead the team by example, acting as a mentor and role model. Provide clear and constructive feedback to lever performance and service delivery.-Understand and maintain all people management metrics, including performance management, conduct management and time and attendance reporting-Pro-actively review and question procedures, looking at ways of ensuring we provide the best possible customer service.The successful candidate will have previous experience managing a customer service team, ideally within a call centre environment.Performance related salary increases. Associated benefits include free parking, lunch allowance, pension and healthcare schemes.Please note that successful candidates will be subject to CRB and credit checks. View full advert

Salary:	£24,200 per annum	Location:	Peterborough	Date posted:	17-Mar-2010

Operations Team Leader Working for this highly successful company in Whiteley, you will be responsible for all aspects of the teams performance, measured against current agreed service standards. Key responsibilities will include: Set objectives and manage performance of the team through 1:1 and coaching, including motivation, absence and performance appraisals Measure, monitor and oversee performance of the team, including identifying training requirements and ensuring solutions are provided Delivery and management of daily reporting to Head of Dept highlighting areas of concern and remedial planning Capacity planning to ensure adequate coverage at peak times Represent the business in client meetings etc. Manage quality and productivity of team outputs Act as a point of escalation for complaints and make appropriate decisions to resolve as required Maintain SLAs, including the quality of data entry Deputise for the manager in their absence Conduct duties in compliance with FSA and Data Protection guidelinesCandidate requirements: Experience in accident management, insurance or financial services preferred Must be able to communicate effectively at all levels and manage upward relationships Understand SLAs and procedures in other parts of the business Be able to organise the workflow of the team Be able to make decisions and deal with difficult situations and customers quickly and effectively Be aware of the financial implications of breach of procedure View full advert

Salary:	£22,000 per annum	Location:	Fareham	Date posted:	17-Mar-2010

Team Leader Organisation DescriptionTo manage, coach and develop the team effectively in order to meet internal and external KRAs and maximise individual / team potential.Benefits:35 hour working week 22 days holiday with option to buy or sell 5 daysPension scheme (after 6 months)Bonus scheme (after 6 months)Subsidised gym membershipJob Description Ensure team is managed, coached and supported effectively Ensure that operational effectiveness and efficiency are maintained to the highest standards Focus and guide others in accomplishing work objectives Produce and review management information including updates and recommendations Manage on-going quality control and ensure all present and future measures are fit for purpose Monitor and measure team productivity and performance Recommend and manage change processes with in agreed company guidelines Identify and undertake training and development programmes with team Ensure the team procedure manual is accurate and up to date.Person Specification Experience of running Operational teams Aptitude for coaching skills and abilities Process re / engineering expertise Experience in quality control management Experience working in the financial services (preferred)Reed Specialist Recruitment Limited is an employment agency and employment business View full advert

Salary:	£28,000 per annum	Location:	Chessington	Date posted:	17-Mar-2010

Call Centre Team Leader - Collections The Company:Working at the Support Services hub of a large Financial Services business based in High Wycombe. The business is well known for providing an exceptionally high level of customer care and champions customer excellence throughout its contact centre.It's a busy place to work in an upbeat, enjoyable atmosphere. There's a clear 'work hard - play hard' culture where the rewards are high for those who go the extra mile to deliver on a customers needs.Manage the daily activities of the team, ensuring that company service levels are met, productivity targets are achieved and the team provides a superior service internally and to external customers.Main Duties and Responsibilities:Agree and set performance objectives for the Collections Team. Monitor progress against objectives and take appropriate action to achieve results.Plan and prioritise workloads against agreed service standards, ensuring effective work allocation and performance monitoring and measurement.Act as a role model to motivate and inspire others in a customer first approach, whilst maintaining compliant in legal and regulatory principles. Provide regular feedback on performance to individuals and the team, to ensure that training and personal development needs are identified and followed with PDP.Candidates will be effective at:Leading a team of people.Actively acts as a catalyst for change, challenging, implementing and embracing change programmes as required.Achieving results via active performance management.Balancing customer requirements with departmental targets and Service Standards.Experience/Knowledge/Skills:Experience of managing a team in a fast paced & changing environment, preferably gained in a regulated Financial Services industry.People development.Leadership.Basic project management skills.IT literate.Excellent time management skills and the ability to organise and prioritise under pressure.Excellent oral and written communication skills.Behaviours:Encourage a culture of continuous improvement within the department by creating an environment where staff feel encouraged to put forward new ideas or challenge existing processes. Create impact and influence others.A role model for flexibility and adaptability.Quality focused.Champions team work. View full advert

Salary:	£30,000 per annum	Location:	High Wycombe	Date posted:	15-Mar-2010

Team Leader As Team Leader you will be responsible for leading, coaching and developing a team of customer service staff in handling enquiries across a range of different access channels for either inbound or outbound activities. You will be responsible for the delivery of the team's performance against agreed quantitative and qualitative targets and by identifying skills gaps for the team and individuals will take the required action to ensure that the team deliver and exceed our high service standards. You will be expected to create and maintain a motivational environment in order to meet client and business objectives. To implement and manage a coaching culture within the team through ongoing coaching with all team members To ensure that the team is fully briefed on all campaign objectives To support initial training programme for new and established staff with ongoing coaching programmes for new and established staff To conduct regular team and individual meetings with all direct reports in line with Contact Centre standards To identify ongoing training and development requirements of all team members and liaise with Training as required. To conduct minimum agreed levels of quality checks for all agreed qualitative areas of measurement To proactively overcome quality issues of team through ongoing coaching and mentoring activities To utilise AQM call recording system and agreed templates to monitor and evaluate calls and to identify key development areas Educated to GCSE/O' Level standard including Maths and English Computer literate with a basic knowledge of 'office' applications Leading and management of people desirable but not essential Experience of working in a customer focused environment essential View full advert

Salary:	£23,000 per annum	Location:	Thame	Date posted:	12-Mar-2010

Operations Manager Excellent opportunity to join a fast-moving international company at an exciting time of development and expansion.Ascend is the worlds leading online information and specialist consultancy company serving the global aviation industry.Based at London Heathrow Airport, with offices in New York and Hong Kong, Ascends consultancy department is looking to recruit an Operations Manager to join the London team.Ascend is venture backed, cash rich, debt free and aggressive. We make customers for life. We are the premium player in our business and we strive every day to be deserving of our customers loyalty. It is our mission to help our customers succeed whatever the market conditions. Perhaps that why the worlds top 20 lessors and investment banks and the leading global aviation insurers are all Ascend customers.We have been around for over 25 years but we have the performance driven, high energy culture of a start-up. We double in size every few years but we choose our people one at a time. We go to extraordinary lengths to choose the very best people for every job.You have a minimum of 2 years supervisory experience ideally in a customer service environment. You are intelligent and determined, with project management and people management skills. You like working in a fast-moving, deadline-driven environment, both independently and as part of team. You have great communication skills and cherish a challenge.We expect you to work hard, be eternally curious and be willing to go the extra mile for our customers. Our culture is performance driven but nurturing we push our people, but we hold their hands when the going gets tough.We are recruiting for a:Operations ManagerJob purposeTo co-ordinate and organise day to day activities including control of CAMS (Consultancy Assignment Management system), for the Consultancy arm of Ascend, monitoring work load distribution.Ongoing assessment of projects identifying and resolving issues as they arise and making recommendations for procedural changes to support effectiveness of operations.Key accountabilitiesControl of CAMS, monitoring work load, and working with Departments Heads to ensure distribution is matched to skills of the Analysts, managing availability of resources.Institute and maintain a quality culture with team ensuring documented process and procedures are understood and followed.Overall co-ordination of projects to ensure running to time, cost and meeting agreed service levels. Escalating issues as appropriate.Negotiate and close assigned agreements, ensuring all relevant documentation is completed before allocating resources.Co-ordinate the consultancy contribution to the Ascend board report, to pre-agreed deadlines.Design and deliver monthly information packs for the consultancy team to ensure effective communication across the team.Review existing operational, practices and procedures making recommendations for changes as appropriate.Person specificationProven people management skills.Graduate calibre.Basic Project management and proven delivery performance. Experience of implementation and maintenance of quality assurance systems.Awareness of legal issues surrounding contractual obligations.Experience of implementation of systems and procedures.IT literate.Should you wish to apply for this position, please forward a detailed CV and covering letter along with details of your current remuneration package to: HR Department, Ascend Worldwide Ltd, Cardinal Point, Newall Road, Heathrow Airport, London, TW6 2AS, UK or email your application. View full advert

Salary:	£0 per annum	Location:	Friars Bridge Court, 41-45 Blackfriars Road, London	Date posted:	12-Mar-2010

Inbound Sales Team Leader This large, multisite Service and Sales Contact Centre has the requirement for an exceptional Sales Manager Team Leader to join their highly successful, energetic site in the West Midlands.Reporting into the Senior Contact Centre Sales Manager the successful candidate will have the following experience: Experience of managing an inbound sales team of close to 15 inbound sales advisors Experience of proactively managing in a changing culture (from a service led culture to one of sales through service) Demonstrable success of up selling and cross selling Exceptional People Management skills and experienceKey responsibilities include: Manage, motivate and develop your team to deliver business objectives and cross selling and up selling targets. Monitor and manage performance to drive and continually improve business performance Effectively manage resources to maximise effectiveness of sales operationsThis is a superb, challenging but rewarding Sales Leadership role within a superb, fast paced and successful organisation Package: 22k + 6k bonus + bens View full advert

Salary:	£22,000 per annum	Location:	West Midlands	Date posted:	10-Mar-2010

Customer Service Team Manager This is a unique role that will involve day to day management but will provide you with excellent operational exposure as you will be working very closely with the Call Centre Manager on multiple projects and being the driving force of change initiatives.Key Skills / Experience required: Minimum 3 years management experience within a contact centre Project management skills essential including continuous improvements and driving change Performance & behaviour management experienceKey Responsibilities: Ongoing management of circa 12FTE Propose, implement & develop call centre polices and processes Budget Management Market analysis of relevant products and customer service Keeping up to date with and introducing call centre methodologies Development and continuous review of feedback & complaints procedure for customers Lead management of projects through to successful completion Managing individuals and groups through the change process Deputising for CCM in their absence Completion of TNA and ongoing development of your team Identify and implement continuous improvement throughout the call centre Identify and deliver effective coaching, feedback & quality monitoring tools and techniques Key stakeholder management across business functions.Package: 25k + Bens View full advert

Salary:	£25,000 per annum	Location:	West Midlands	Date posted:	10-Mar-2010

EMEA Order Fulfillment & Customization planning Manager Job DescriptionOrder Fulfillment:Monitor EMEA Backlog of customer orders in order to optimize Revenue Order cycle time Constrain managementMRP / Customization Planning : Manage production planning for printers & supplies with our 3PL located in Belgium. Plan and procure local components for customization Manage inventory replenishment to the EMEA DCs (SAF / Turkey) Manage OEM customersContinuous Process improvement Order Fulfillment/ Planning Drive change Contribute actively to process improvements & harmonizationLeadership / management : Developteammembers s skills through coaching(around 15 persons) Takes personal responsibility for teams success; provides clear direction; inspires others; prevents and resolves conflicts; encourages others to maximize performance Develop a climate of trust where feedback is spontaneously sought and accepted as a constructive way of improving Person SpecificationEDUCATION & EXPERIENCE University Graduate / Specialized in Supply Chain, Logistics or Business Administration or Economy +8 years of experience in Supply chain (either in planning management, order management) is a must Experience in an international environment Experience in a matrix organization Experience in people management (min team of 10) is a mustREQUIREMENTS : PERSONAL CHARACTERISTICS Resistant to stress Good Cross Functional Communication & interpersonal skills Sense of priorities & customer urgency (Ability to act quickly in case of issues) Able to adapt to different culturesREQUIREMENTS : TECHNICAL SKILL MS Office skills. SAP experience in Supply Chain modules would be a plusLANGUAGESREQUIRED and Level : English Advanced Working proficiency level Reed Specialist Recruitment Limited is an employment agency and employment business View full advert

Salary:	£0 per annum	Location:	Budapest	Date posted:	10-Mar-2010

Team Leader-Nightshift **Immediate** Organisation DescriptionPLEASE NOTE:This is a NIGHTS ONLY role from MIDNIGHT-8am! PleaseMain Points:DO NOT apply if you do not have night shift experience. You will be unsuccessful.DO NOT applyifyou do not haveTeam Leader or Managerial Experience, you will be unsuccessful.DO NO apply if you do nothave call centre/helpdesk experience.You will be unsuccessful.To provide functional and leadership support and training to late shift workers in the SSC Ensuring that customer service levels outlined in the Service Level Agreements (SLAs) with the clients are achieved in order that a consistent level of service is provided to clients globally.Job Description To support the night manager and plan, prioritise and manage resources and provide direction on team members objectives. Monitors the performance of the team (e.g. SLA performance) with line management responsibility for the night shift workers To provide a high level of customer service to clients at all times. To ensure all support calls and emails are answered and resolved within the agreed SLAs and logged appropriately. To troubleshoot through the use of open questions, support documents and system training. To ensure client complaints are dealt with and logged in line with the complaints escalation policy. To ensure any leads are forwarded to the relevant Account manager or Client Support for follow up. To undergo regular coaching sessions and 1-2-1s with the night manager.Person Specification Delivering results and meeting customer expectations Planning and organising Coping with pressures and setbacks Good problem solverReed Specialist Recruitment Limited is an employment agency and employment business View full advert

Salary:	£23,500 per annum	Location:	Thames Ditton	Date posted:	10-Mar-2010

Nightshift Team Leader Organisation DescriptionPLEASE NOTE:This is a NIGHTS ONLY role from MIDNIGHT-8am! PleaseMain Points:DO NOT apply if you do not have night shift experience. You will be unsuccessful.DO NOT applyifyou do not haveTeam Leader or Managerial Experience, you will be unsuccessful.DO NO apply if you do nothave call centre/helpdesk experience.You will be unsuccessful.To provide functional and leadership support and training to late shift workers in the SSC Ensuring that customer service levels outlined in the Service Level Agreements (SLAs) with the clients are achieved in order that a consistent level of service is provided to clients globally.Job Description To support the night manager and plan, prioritise and manage resources and provide direction on team members objectives. Monitors the performance of the team (e.g. SLA performance) with line management responsibility for the night shift workers To provide a high level of customer service to clients at all times. To ensure all support calls and emails are answered and resolved within the agreed SLAs and logged appropriately. To troubleshoot through the use of open questions, support documents and system training. To ensure client complaints are dealt with and logged in line with the complaints escalation policy. To ensure any leads are forwarded to the relevant Account manager or Client Support for follow up. To undergo regular coaching sessions and 1-2-1s with the night manager.Person Specification Delivering results and meeting customer expectations Planning and organising Coping with pressures and setbacks Good problem solverReed Specialist Recruitment Limited is an employment agency and employment business View full advert

Salary:	£23,500 per annum	Location:	Thames Ditton	Date posted:	10-Mar-2010

Customer Service Team Leader Opportunity to join an Award Winning organisation delivering unparalleled customer service through a dedicated team of customer service professionalsAs Team Leader you will be responsible for leading, coaching and developing a team of customer service staff in handling enquiries across a range of different access channels for either inbound or outbound activities.You will be responsible for the delivery of the teams performance against agreed targets and by identifying skills gaps for the team and individuals will take the required action to ensure that the team deliver and exceed our high service standards.You will be expected to create and maintain a motivational environment in order to meet client and business objectives.Key Responsibilities: To implement and manage a coaching culture within the team through ongoing coaching with all team members To ensure that the team is fully briefed on all campaign objectives To identify ongoing training and development requirements of all team members and liaise with Training as required. To clearly define monthly, weekly and daily qualitative and quantitative targets for teams and individuals To implement performance management programmes where staff fall below required levels in any job related areas to ensure optimum team and individual performance.Key Skills / Experience required: Experience of managing a team of customer service agents within a contact centre environmentFor more information, please contact Cactus Search today Package: Up to 23k + Flexible Benefits View full advert

Salary:	£23,000 per annum	Location:	Oxfordshire	Date posted:	10-Mar-2010

Technical Helpdesk Manager Critical role in this exciting & dynamic organisation to Manage and develop the 2nd line Technical Support teams to deliver against agreed SLAs and KPIsTeam Description: IMC is a second line technical helpdesk that manages the resolution of faults and issues across the retailer estate using ITIL methodology. The team is also responsible for managing escalations and utilising third party services to resolve issues where required. The team is focussed on achieving high levels of first time fix rates and avoiding repeat calls to ensure minimum terminal down time.Key Accountabilities or Duties: Lead, manage and develop teams to deliver against agreed targets Reduce down time through fast fault resolution and speedy installation Implement a Service Management strategy including KPIs, SLAs, and align processes and procedures with Customer Operations strategic objectives. Develop a Continuous Improvement Service Program to provide ongoing improvement in the quality of service offered by the IMC & provisioning teams. Manage service performance, monitor service levels and ensure teams meet agreed KPIs whilst providing a retailer centric approach. Manage retailer faults to resolution within agreed SLAs Manage relationships with third party suppliers to improve services supplied and optimise costs Participate in process improvement and share best practice with other teams across Customer Operations and the wider businessSkills & Experience: Experience of managing provisioning teams providing hard ware and connectivity ITIL Certified and a qualified practitioner Experienced man-manager with proven track record of successfully managing effective teams of 50 or more Proven track record of building relationships and managing stakeholders from all parts of the business at all levels Experience of establishing and improving operational processes Good knowledge of process and workflow development and management Advanced Microsoft Office user (Excel, PowerPoint, Word, Visio) Package: to View full advert

Salary:	£44,000 per annum	Location:	Hertfordshire	Date posted:	10-Mar-2010

Contact Centre Sales Team Leader Organisation DescriptionWell respected Contact Centre based in the centre of Bristol.Job DescriptionContact Centre Sales Team Leader.Working Hours: 37.5 hour week, Mon-Fri 11.30-20.00.Getting & Retaining Business-Build and maintain a strong business relationship with existing client contacts in order to understand their needs and ensure client satisfaction.Delivery- Adhere to company standards in order to present a professional image to stakeholders.-Fulfil individual targets and prioritise allocated tasks to provide the optimum service.Enabling & Support- Recognise and recommend improvements to existing processes and procedures to improve performance.Day to Day Liasion with Client- Produce reporting on quality standards within team with actions to address, ensuring all agents are being monitered, scored and feedback on performance. HIghlighting areas for development and take action through additional training.-Take campaign updates from the client and brief team. Taking feedback from team on a regular basis on product issues/trends, annalysing effectively and feedback concerns, with appropriate solutions, to the client.Feed into the MBR to ensure that the operational areas are fully represented in client meetings.Intraday Management of SLAs/ Performance-Monitor call flows/ sales volumes throughout the day, track against forecast/targets & communicate when areas of concern arise.- Liaise with CCP to ensure the full picture is known along with their advises as to possible action.Reporting- Producing weekly quality reports and voice of the customer reports to feedback to the client.- Use daily performance review information provided by CCP to review team & agent performance.Agents- In sales area ensure league tables are produced, set for targets, ensuring good performance is highlighted & poor peformance identified and dealt with.- Review agents day to day, week to week performance to cover: Calls handled, ACW, ACD, AVAIL, AUX Breakdown, Sales.General Administration and Payroll.For more information contact Laura @ Reed 0017 930 3010Person Specification- Supervisory experience in a customer facing contact centre environment.- Excellent Communication, written and verbal, and Interpersonal skills.- Excellent leadership skills.- Good PC and literacy & numeracy skills.- Ability to multi-task.- Able to form relationships with people of all levels.- Proactive, enthusiastic, positive manner.- Ability to work as part of a team and using your own initiative.- Sales background desirable.Reed Specialist Recruitment Limited is an employment agency and employment business View full advert

Salary:	£30,000 per annum	Location:	Bristol	Date posted:	10-Mar-2010

Technical Team Manager Exciting opportunity for an experienced Technical Helpdesk Team Manager to both manage and lead the team and liaise with internal and external suppliers to minimise terminal down time and meet agreed SLAs to improve retailer satisfactionTeam Description: Second line technical helpdesk that manages the resolution of faults and issues across the retailer estate using ITIL methodology. The team is also responsible for managing escalations and utilising third party services to resolve issues where required. The team is focussed on achieving high levels of first time fix rates and avoiding repeat calls to ensure minimum down time.Key Accountabilities or Duties: Lead, develop and manage the Team in line with the Customer Operations strategy Liaise with IT and third parties to coordinate activities and minimise terminal downtime. Conduct regular service performance analysis to implement appropriate steps to address underperformance, also develop, and implement plans for continuous improvement. Prepare and produce management information as required Undertake the preparation and production of reports and audits Manage team to ensure all agreed departmental KPIs and an optimum level of service delivery is achieved Manage escalations and complaints through to resolution implementing the resulting improvement actions. Identify, investigate and minimise any issues resulting in downtime by daily reference to reporting systems. Develop and implement internal SLAs and customer service measurements. Monitor team calls to measure and improve the service provided by team members in order to meet agreed SLAs. Identify and organise coaching and training where required to up skill team members technical expertise.Skills & Experience: Thorough knowledge and practical experience of ITIL and service delivery methodologies and frameworks Effective man management experience Excellent interpersonal skills MS Office skills: Word, Excel, PowerPoint, Visio Numerical, analytical & planning skills coupled with the ability to read and manipulate spreadsheets to manage and control budgets Experience of working in a controlled or regulated environment and also experience of managing stakeholders to comply with established processes and procedures Proven track record of developing and implementing continuous improvement both in process, technology and working practices Previous experience of working with customer facing and commercially orientated teams Knowledge of Third Party supplier contracts to a level sufficient to enable negotiation. Package: to View full advert

Salary:	£28,000 per annum	Location:	Hertfordshire	Date posted:	10-Mar-2010

Team Manager O2 is changing. New products, new services, new opportunities. But there’s one thing that will always be the same: our commitment to customers. You’ll make sure they get the sort of care that will turn them from clients – into fans. To achieve that, you’ll need to encourage our team of Customer Service Advisors to provide a world-class service. In fact, you’ll spend most of your time coaching, inspiring and supporting people, so that they’re ready to do a great job. With your guidance, our team will know our products inside out and be able to resolve queries first time. When you’re not busy doing that, you’ll handle a range of management duties and make sure that performance meets service levels, business objectives and the highest quality standards. Experience in a similar role is essential. You should be capable of leading, influencing and developing people, using excellent coaching skills. You’ll also know how to manage performance, attendance and disciplinary issues, while being sensitive to each individual’s needs. Clear communication is crucial and you should be able to give feedback in a constructive way. Organised, IT-literate and familiar with our industry, you’ll be ready to help introduce new thinking and technologies. In return for your efforts, you’ll be rewarded in typical O2 style: a competitive salary and benefits that you get to choose. And of course you can expect support, recognition and the chance to progress with us. Ready for O2? The essentials: • Experience as a Call Centre Team Manager• Excellent coaching skills View full advert

Salary:	£25,000 per annum	Location:	Bury	Date posted:	6-Mar-2010

Team Leader Team LeaderRef: PL092831Location: West LondonOur client, a large international company, is seeking to recruit a Team Leader for their office based in West London.Job RoleTo provide functional and leadership support and training to late shift workers in the office, Ensuring that customer service levels outlined in the Service Level Agreements with the clients are achieved in order that a consistent level of service is provided to clients globally.Working in the SSC with direct and indirect customer contact dealing effectively with queries and issues to ensure they are resolved in accordance with the agreed SLAs. In addition, to liaise with the back office to ensure all projects and Jobs are delivered in accordance to agreed deadlines.Key Responsibilities:To support the manager and plan, prioritise and manage resources and provide direction on team members objectives.Monitors the performance of the team with line management Ensure high level of customer service to achieve agreed SLAsTo provide a high level of customer service to clients at all times.To ensure all support calls and emails are answered and resolved within the agreed SLAs and logged appropriately.To have a sound knowledge of all online platforms, understanding their use and functionality. To be able to offer recommendations to common problems or frequently asked questions.To troubleshoot through the use of open questions, support documents and system training.To ensure client complaints are dealt with and logged in line with the complaints escalation policy.To ensure any leads are forwarded to the relevant Account manager or Client Support for follow up.To undergo regular coaching sessions and 1-2-1s with the manager.To work effectively as part of a team, developing effective and supportive relationships with colleaguesTo organise own time effectively and create own work schedulesTo attend regular training on all new platform updates and enhancements.The Candidate:Fluent in EnglishA natural leader with ability to challenge existing processes and continuously identify improvements.Confident individual who can adapt to differing circumstances. Optimistic and resilient with the ability to get up and go. A person who is adaptable, can deal with repetitive tasks and strives to exceed customer expectations and set challenging goals, which they want to achieve. Delivering results and meeting customer expectationsFollowing instructions and proceduresPlanning and organisingWorking with peopleCoping with pressures and setbacksGood problem solverSalary: View full advert

Salary:	£235,000 per annum	Location:	London	Date posted:	6-Mar-2010

Team Leader Team Leader - Edinburgh1 year contract initiallyFantastic opportunity for an experienced Team Leader to work for a client based within South Gyle. You will be responsible for leading and motivating a team of customer service advisors. Ensuring the provision of quality technical and customer support to the customers. You will be required to meet account performance measures e.g. abandon rates, average talk times etc for the team. We are also looking for someone who has experience in managing a client on a day to days basis. Previous Team Leader experience within a Call Centre environment is essential for this role. If interested please email your cv to or call Req104233/AGY View full advert

Salary:	£19,000 per annum	Location:	Edinburgh	Date posted:	4-Mar-2010

Team Leader Team Leader - Edinburgh1 year contract initiallyFantastic opportunity for an experienced Team Leader to work for a client based within South Gyle. You will be responsible for leading and motivating a team of customer service advisors. Ensuring the provision of quality technical and customer support to the customers. You will be required to meet account performance measures e.g. abandon rates, average talk times etc for the team. We are also looking for someone who has experience in managing a client on a day to days basis. Previous Team Leader experience within a Call Centre environment is essential for this role. If interested please email your cv to or call Req103810/AGY View full advert

Salary:	£19,000 per annum	Location:	Edinburgh	Date posted:	4-Mar-2010

Travel Supervisor We are looking for a Travel Supervisor to work for this Travel Call centre based in Manchester City Centre.JOB DESCRIPTION:Travel Supervisor required working in this busy office in Manchester City Centre. Working with the Sales Support Manager to set targets and Achievements. The successful candidates will be driven individuals, with previous Supervisory / Management experience in travel.Day to Day Duties for this Travel Supervisor:- Manage the day to day performances of the administration team, Adjust the workflow as necessary to achieve objectives.- Produce and provide productivity reports on each individual team member on a daily / weekly / monthly basis.- Provide feedback to individual team members regarding their performance on an ongoing basis.- Identify trends in loading errors and work to improve overall accuracy- First escalation level in dealing with customer complaintsEXPERIENCE REQUIRED:Ideally looking for suitable Previous supervisory / Management experience within the travel industry. Use of Tarsc, loading and amending bookings. Ideally you will be an organised individual, with previous experience in working under pressure and to deadlines.THE PACKAGE:Must be flexible and prepared to work between 8am - 7pm Monday to Friday and up to every weekend. View full advert

Salary:	£18,000 per annum	Location:	Manchester	Date posted:	3-Mar-2010

Customer Service Team Leader Organisation DescriptionWe are looking for a Team Leader to ensure that the needs and demands of advisors, and the objectives and targets of the business are met, through the effective leadership and development of the team.Job DescriptionThis role is responsible for all aspects of performance and development. Responsibilities include: Support, Coach and develop staff Actively encourage team working through development of team spirit and positive two way communication. Apply best practise in personnel management including, but not limited to; recruitment, development, appraisal, counselling and discipline, in order to deliver the standards expected by the organisation. Arranging shifts and rotas Person SpecificationThe ideal candidate will have a team leader experience ideally within a call centre environment, additionally you will posses excellent Leadership and Motivational skills. This role offers a competitive salary and fantastic bonuses.Reed Specialist Recruitment Limited is an employment agency and employment business View full advert

Salary:	£25,000 per annum	Location:	Stoke-on-trent	Date posted:	2-Mar-2010

Team Leader - Customer Service Team LeaderMy client a major player within its market is looking for a Team Leader to join their established Cutomer Service team .Key responsibilities includeMonitoring of the workloads to ensure the most efficient use of all resourceAscertain and log timescales of client ordersIdentify potential problems with workloads and ensure the Service Control Manager is notified in a timely manner together with a plan to correct the situation.Ensure the reporting requirements of Customers are metLiaise with other departments to ascertain when products will be despatchedEnsure all diaries remain up to dateTo ensure all voice mails to be cleared on a regular basisReview the weeks activities against the KPIsEnsure all members of the team are kept aware of their own and the teams performance and if appropriate steps required to meet the targetsKnowledge and skills required:Supervisory experienceExcellent telephone mannerQuality communication levelsExcellent administrational skillsComputer skills to an intermediate standardOrganisational/time management skillsStrong customer service skillsIf you feel you have the necessary experience and skill set for the Team Leader role, Apply Now!!!Start salary View full advert

Salary:	£21,000 per annum	Location:	Horley	Date posted:	2-Mar-2010

Customer Service Team Leader Our client based in Chatham is currently recruiting for a Customer Services Team Leader to work in their In-bound Call Centre. We are only considering candidates from an in-bound contact centre / call centre / telephony background. We will not consider applications from candidates from a processing centre background. In-bound telephony experience is Critical to this role. The Job: Working closely with the Customer Service Manager Lead and motivate a team of 12 Customer Service Agents Coaching staff Managing all attendance issues Identifying training needs for team Experience: The ideal candidate will have / be: Previous experience working in an inbound Call Centre / Contact Centre or Telephony environment A minimum of 2 years experience of managing sales-orientated Customer Service team within one of the above-mentioned environments A proven track record of achieving results through people A passion for Customer Services An ability to coach and develop others Able to work on own initiative in a very demanding environment Confident in using MS Excel and Work in order to track and analyse performance THIS IS A SHIFT-BASED ROLE - You must be able to work shifts, Monday - Saturday 8am - 9pm. 37.5 hour working week Currently working 1 in 3 Saturdays with time off in lieu This is an excellent opportunity for the right candidate. If you are interested in this role, please click 'apply', attaching your most up-to-date CV. Pearson Whiffin Recruitment looks forward to hearing from you. Pearson Whiffin Recruitment is acting as a Recruitment Agency / Business in relation to this role. View full advert

Salary:	£26,000 per annum	Location:	Chatham	Date posted:	2-Mar-2010

Call Centre Supervisor My client based in Frimley is seeking a Call Centre Supervisor. If you have experience in running a call centre team then please read on. PLEASE NOTE YOU WILL HAVE TO HAVE ONE OF THE FOLLOWING LANGUAGES TO BE CONSIDERED FOR THIS ROLE: GERMAN, FRENCH, ITALIAN, SPANISH, PORTUGUESE, Duties will include: Processing payroll data Staff performance Interviewing Training and Development producing monthly management reports Manage all call centre operations IF YOU HAVE NOT HAD A RESPONSE WITHIN 10 DAYS YOUR APPLICATION HAS NOT BEEN SUCCESSFUL View full advert

Salary:	£27,000 per annum	Location:	Frimley, Camberley	Date posted:	2-Mar-2010

Call Centre Supervisor We are looking for a Supervisor to work fora Travel Call centre based in Manchester City Centre.JOB DESCRIPTION:Travel Supervisor required working in this busy office in Manchester City Centre. Working with the Sales Support Manager to set targets and Achievements. The successful candidates will be driven individuals, with previous Supervisory / Management experience in travel.Day to Day Duties for this Travel Supervisor:- Manage the day to day performances of the administration team, Adjust the workflow as necessary to achieve objectives.- Produce and provide productivity reports on each individual team member on a daily / weekly / monthly basis.- Provide feedback to individual team members regarding their performance on an ongoing basis.- Identify trends in loading errors and work to improve overall accuracy- First escalation level in dealing with customer complaintsEXPERIENCE REQUIRED:Ideally looking for suitable Previous supervisory / Management experience within the travel industry. Use of Tarsc, loading and amending bookings. Ideally you will be an organised individual, with previous experience in working under pressure and to deadlines.THE PACKAGE:Must be flexible and prepared to work between 8am - 7pm Monday to Friday and up to every weekend. View full advert

Salary:	£18,000 per annum	Location:	Manchester	Date posted:	1-Mar-2010

Full-time Customer Service Representative: No Experience Needed! **IMMEDIATESTARTFOR2010! **Our company has recently expanded its clientele portfolio and due to this increase in demand, we currently have openings for experienced and inexperienced customer service representatives. We provide full in-house training, so experience is an asset but not a requirement.Our company believes in 100% promotion from within and as such we provide excellent opportunities for advancement. We are looking for individuals who are motivated, hard working and willing to learn. People processing these important skills will be trained and developed for promotion into a management position. Advancement and compensation based entirely on performance. Our company prides itself on its support and on going training and we are willing to develop highly motivated people for campaign management opportunities.Our full-time face-to-face openings encompass the following: Customer Service Promotions Business Development Communications Account Management Advertising Team Management Sales/MarketingPlease do not hesitate! NOEXPERIENCENEEDED!All applicants must be able to start within a week. Full time hours only. Must be over the age of 18. Pay based entirely on personal performance only. We may require multiple interviews before we make our final decision, including spending a full day interview with a member of our company before a final decision is made (as this is still an interview no claims on compensation are allowed). View full advert

Salary:	£18,500 per annum	Location:	Southampton	Date posted:	27-Feb-2010

Customer Service Manager Russian Our client is a leading online e-Learning company that is closely aligned to the gaming industry, they are currently recruiting a Russian speaking Customer Service Manager, other languages however will be considered so please do register your interest.As a Customer Service Manager you will demonstrate your commitment to the provision of excellent customer service and you will be able to recognise that your relationship with key stakeholders will be key to the delivery of high standards of service.Your duties will include: Responsible for general coordination of Customer Service activities.Managing the Customer Service Representatives time schedule, compiling and updating shift rotas.Reviewing and updating Customer Service processes and procedures.Assisting with the performance review process for the CS team members.Conducting regular language testing. Updating the knowledge base whenever necessary.The successful candidate will possess: A minimum of five years customer service experience in a ticket or call center environment.A minimum five years experience in a supervisory or management role. An excellent command of the English language, both written and spoken.Experience with mail or ticket based systems.A proven ability to positively impact performance of employees.You will be a highly motivated individual with excellent organisation skillsYou will be willing to work weekends where required You will also have some exposure to anti fraud measures and proceduresBeneficial AttributesKnowledge of the Russian language, spoken and writtenA strong understanding of business process improvement methodsOur client offers excellent remuneration dependent on experience and ability.If you have a genuine interest in this position as well as living in the South of Spain, please apply online. View full advert

Salary:	£38,000 per annum	Location:	Gibraltar	Date posted:	26-Feb-2010

Team Leader Team LeaderThe service provides a confidential helpline to individuals seeking advice and direction relating to a variety of legal matters. The role of Team Leader is to manage business processes and procedures and to lead and develop a team of Advisors to deliver a high standard of service. The nature of the work requires all role holders to be aware of and adhere to the Data Protection and Confidentiality requirements of the client. The role holder will be responsible for: 2. Managing resources on a daily basis to deliver against agreed service levels and quality standards, including performing the Customer Service Advisor role as and when call volumes require3. Providing practical and technical support to the team in every aspect of their duties on a daily basis and through regular documented formal and informal appraisal and one to one interaction4. Coaching and developing Advisors in service requirements, systems and client handling skills, ensuring they receive the feedback and guidance necessary to achieve their objectives5. Monitoring Advisors performance, identifying training needs and providing ongoing coaching and feedback to ensure development and quality.6. Ensuring close co-operation and efficient communication within the department and across the business 7. Establishing and maintaining a motivational and productive working environment.8. Keeping up to date with business knowledge and all aspects of service requirements to ensure clients receive the best possible support and direction.9. Handling and resolving customer complaints in a manner which maximises company and customer satisfaction, escalating where necessary.10. Sharing experience, knowledge and expertise with colleagues and Senior Team Leader, ensuring the business receives the information necessary to achieve objectives and provide a seamless service.11. Taking responsibility and ownership for ensuring compliance to company and department policies and practices both personally and by direct reports. 12. Actively managing employee issues such as performance or conduct for your team members, seeking guidance from your manager or HR and escalating where necessary13. Recruitment and selection in line with company policy 14. Participating effectively in Operations and Leaders meetings15. Participating in and completing any other duties as appropriate and as required16. Lead by example in demonstrating empathy, respect and a genuine desire to help clients.17. Coach individuals in being responsive and empathetic to the needs of the individual.18. Communicate professionally, employing excellent listening skills 19. Guide and manage the team to build relationships with clients quickly over the telephone and respond respectfully and positively to the clients needs20. Support selection of the appropriate solution and direct clients to the most suitable support area, providing a seamless service between referral points and specialist providers.1. Bespoke Case Management system2. Telephony Equipment3. Daily use of Microsoft outlook and intranet4. Use of Microsoft Office packages (eg Excel, Word) to a good standard5. Occasional use of hard copy reference material1.To lead and manage the team to achieve service levels 30%2.To coach and develop individuals to deliver a high standard service 30%3. To ensure compliance with processes and policies in line with department and company guidelines 30%The role holder will need to be an excellent communicator, with the ability to communicate effectively using a variety of mediums. An ability to build positive relationships, to encourage empathy and to build rapport is essential. The role holder will also need to able to easily and effectively communicate with all levels in the organisation which will include;1. Professional, effective and efficient face to face communication with Team2. Professional, effective and efficient telephone communication with clients, specialist providers and cross site colleagues3. Ability to communicate and contribute effectively within a team 4. Professional written communication an acceptable standard of literacy View full advert

Salary:	£20,000 per annum	Location:	Croydon	Date posted:	25-Feb-2010

Team Leader - Sales Office Organisation DescriptionDue to a recent acquisition and expansions of their operation this Brighouse based company is looking to recruit a Team Leader to oversee and lead the Sales Office team in their daily activities.Job DescriptionYou will be responsible for: To receive customer orders by phone, fax, e mail or post. To establish the correct products and selling prices applicable and to ensure that the orders are processed in a timely and accurate manner within the Team using the main business software. To ensure accurate, consistent and profitable prices are quoted to customers and to maintain accurate price and quotation data. To answer customer queries concerning delivery, pricing and quality in a timely and efficient manner, promoting the Companys products and projecting a positive Company image. To review automotive orders in the system to ensure timely despatch and to follow-up problems via the daily Production meeting. To ensure Automotive Sales promotions are correctly processed by the team and to work with the Telesales Co-ordinator to ensure that customers are made fully aware of the promotions to maximise their effectiveness. To offer guidance, training, support and leadership to the Sales Office Automotive Teamconcerning pricing and proceduresto ensure effective performance. To liaise with the Telesales Co-ordinator concerning applications for new automotive customer accounts . To handle customer complaints in an effective and timely manner ensuring that the follow-up administrative tasks (raising credit notes, return orders, replacement orders etc) are completed in a timely and accurate manner whilst keeping the customer informed as necessary . To ensure a quick and effective response to Area Sales Managers who request information and support. To deputise for the Customer Services Manager as required.Person SpecificationYou will be able to demonstrate: Sales experience Effective Customer Management Effective time management Management/Leadershipskills Computer skills Telephone skillsReed Specialist Recruitment Limited is an employment agency and employment business View full advert

Salary:	£16,000 per annum	Location:	Brighouse	Date posted:	25-Feb-2010

Perfromance Team Leader - insurance sales Commercial Insurance Sales Team LeaderProfileYolk Sales Recruitment specialise in recruiting for a wide range of business-critical sales positions. We source candidates with a proven track record of sales achievement and work with clients that will deliver on your career aspirations.The ClientOur client is a Van/Motor/Home insurance company. Due to continued growth they are looking for an experienced Team Leader with sales drive ideally with insurance background, able to manage an existing target orientated, driven new business contact centre team.Responsibilities Drive sales through the team Managing and driving performance Monitor compliance Set targets on a daily, weekly and monthly basis Ensure these targets are set as minimum standards and are achieved by your team Report directly to director level management and report on statistics Utilise your personal sales experience to lead from the front Appropriately follow and adhere to legislative requirements Carry out performance reviews and manage sickness/absenceExperience Required Telephone based sales managerial experience on a business to business basis Inbound sales through service or strong customer service experience gained in a management role Management experience at senior level, managing a team of targeted agents A contact centre background is preferential A stable CV with positive reasons for leaving is essential Resilient and motivated by the rewards of achieving targets A positive and motivational characterRewards Working within an established yet ambitious and growing company Central location with good transport links and on site parking Competitive salary and bonus structure View full advert

Salary:	£34,000 per annum	Location:	Cardiff	Date posted:	25-Feb-2010

Call Centre Team Leader Our client based in Poole is seeking a Call Centre Team Leader to join their team.Duties will include: Act as first point of contact for employee issues and be a conduit for expressing employee issues Coach Agents on their quality, adherence, attendance, and other performance targets Monitor Agents on their calls and tickets as necessary Maintain detailed employee files Coach Agents on their career development Develop and implement recognition plans Monitor and coach process compliance of Agents to ensure SLAs and profitability are met Enforce disciplinary processes such as performance improvement plans or terminations Write and conduct monthly and annual reviews Facilitate team meetings Communicate organizational changes, policies, etc. Handle customer escalations from agents and coach agents on conflict management and resolution Take calls as necessary Implement/manage projects as necessary Actively participate in weekly peer meetings Participate in the recruitment process of potential new hires Support Real Time Manager in planning aspects and management of Intra-day performance Fill in for Ream Time Manager as needed Liaise with Account Managers and clients as neededThe ideal candidate will have: Previous call centre team leader / management experience Experience of dealing with 121s Experience of working towards KPs Conflict resolution skills Influencing Able to develop rapport with a wide range of people Excellent communications skills (written and verbal) Attention to detail Problem solving skills Analytical thinker Able to View full advert

Salary:	£25,000 per annum	Location:	Poole	Date posted:	24-Feb-2010

Service Operations Supervisor ?To ensure that the Service Desk is functioning professionally and efficiently both while interfacing with customers and when arranging engineers jobs & routes. ?Mange a team of 3 call handlers ?Ensuring SLA's are met ?To be the first point of contact for issue escalation. ?To carry out all admin functions related to service contract bookings & renewals. ?To liaise with external suppliers and contractors. ?Supervise the service Co-ordinators and monitor performance and attendance. Personal Competencies: ?Work on own initiative and lead the service desk team ?Competent in planning and developing strategies to maximise contract sales potentials ?Strong Communication skills - written verbal and listening ?Ability to proactively manage a varied workload ?Good eye and keen attention for detail. ?Excellent customer service skills and ability to cope well under pressure. Knowledge: Good knowledge Service Operations Good PC Skills Key Requirements: Flexible professional approach with a can do attitude. Other features of the job that require emphasising Although this is a Supervisory role it should also be noted that this position requires, regular telephone contact with customers, regular face-to-face interaction with service engineering & sales teams as well as regular contact with the accounts department. Please note that if you have not been contacted within 7 days, your application for this position has been unsuccessful. Key Personnel are only able to process applications from candidates who are currently resident and eligible to work in the UK View full advert

Salary:	£19,000 per annum	Location:	Braintree	Date posted:	24-Feb-2010

Team Leader Telesales - inbound/outbound prospect, Internal Sal Team Leader Telesales - inbound/outbound prospect, Internal Sales A great opportunity to join a market leading telesales company, with World class products and services on the leading edge of technology; opportunities like this are far and few between. As Team Leader you will be responsible for leading, coaching and developing a team of customer service staff in handling enquiries across a range of different access channels for either inbound or outbound activities. You will be responsible for the delivery of the team's performance against agreed targets and will ensure that the team deliver and exceed our high service standards. You will be expected to create and maintain a motivational environment in order to meet client and business objectives. The ideal candidate will have a previous experience in a telesales inbound/outbound environment, an impressive list of achievements and have a high degree of planning and organisation, along with commercial acumen, resilience and closing experience. This opportunity comes with a high basic salary, plus a realistic ote along with other great benefits commensurate with an international leading company. Other opportunities are available - please send in your cv now. Team Leader Telesales - inbound/outbound prospect, Internal Sales This vacancy is being handled by Mandeville Recruitment, part of Randstad, who act as an employment business and employment agency and are registered in England and Wales no 4462540. Registered office address First Floor, Regent Court, Laporte Way, Luton, Beds, LU4 8SB. In the event that you are contacted for a role, please note that as part of the registration process you shall be required to provide Mandeville Recruitment with proof of identity as well as proof of eligibility to work in the United Kingdom. View full advert

Salary:	£19,000 per annum	Location:	Wokingham	Date posted:	21-Feb-2010

Customer Service Team Leader the purpose of the role is to assist the Service Control Manager with the effective and efficient running of the department. Participate in the setting of targets and key performance indicators for the department, and the execution of the activities to ensure these happen KEY RESPONSIBILITIES, Main Duties are to: Monitoring of the workloads to ensure the most efficient use of all resource Ascertain and log timescales of when parts are to be fitted Identify potential problems with workloads and ensure the Service Control Manager is notified in a timely manner together with a plan to correct the situation. Ensure the reporting requirements of Customers are met Liaise with spares to ascertain when parts will be despatched Ensure all diaries remain up to date To ensure all voice mails to be cleared on a regular basis Ensure regular and constructive communication happens between every engineer and their regional controller Review the weeks activities against the KPIs and update the Service Control Manager of results and if appropriate agree a improvement action plan Ensure all members of the team are kept aware of their own and the teams Performance and if appropriate steps required to meet the targets Error report correction and the utilisation of this as a training tool Run preventative maintenance reports Provide coverage for service during absences or where workloads exceed the resource available. Supervisory and managerial responsibilities: Supervise a team of approximately 26 team members to company standards Team appraisals/disciplines Assist in the interviewing/hiring process 3. Other responsibilities: Participate fully as part of the Customer Service Team to contribute to the smooth and efficient running of the Customer Service Department. To behave in a professional manner, at all times and treat customers and colleagues with integrity. Knowledge and skills required: Supervisory experience Excellent telephone manner Quality communication levels Excellent administrational skills Computer skills to an intermediate standard Organisational/time management skills Strong customer service skills la creme is acting as an employment agency and business in relation to this role View full advert

Salary:	£22,500 per annum	Location:	Redhill	Date posted:	20-Feb-2010

Team Manager An exciting opportunity has arisen for a Team manager working for a company with a clear ambition to deliver an unrivalled level of service to its customers and an unrivalled work experience and career opportunity for its team members. For their office in Peterborough. The team manager role is a temporary position for 3 to 6 Months (call centre will be closing in August 2010) managing a team of 3 personal claim advisors. Responsible for the daily running and management of a call centre through the effective use of resources with responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development. ensure that calls are answered by staff within agreed time scales and in an appropriate manner.setting and meeting performance targets for speed, efficiency, sales and quality; planning and managing change; managing the daily running of the call centre; liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues; maintaining up-to-date knowledge of industry developments and involvement in networks;monitoring random calls to improve quality, minimise errors and track operative performance; planning and developing staff recruitment, including wording vacancy advertisements and liaising with HR staff; reviewing the performance of staff, identifying training needs and planning training sessions;recording statistics, user rates and the performance levels of the centre and preparing reports;handling the most complex customer complaints or enquiries; organising staffing, including shift patterns and the number of staff required to meet demand; coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes; forecasting and analysing data against budget figures on a weekly and/or monthly basis; developing, implementing and reviewing core responsibilities and tasks; analysing performance statistics and making decisions on the basis of these statistics; Applicants must have previous experience of the above working within a customer service manager role.To apply please send CV now. View full advert

Salary:	£25,000 per annum	Location:	Peterborough	Date posted:	20-Feb-2010

Team Manager This is an excellent opportunity to join a well established business in an exciting period of change and growth.You will be required to manage a team of outbound sales advisors required to sell utilities to residential customers through cold calling, working from a dialler. Your responsibilities will be hitting team sales and performance targets and the day to day management of your team. You will also conduct team briefings, buzz sessions, 121 s and coaching sessions.It is essential that you have gained experience managing an outbound sales team in a contact centre particularly, in an outsourced environment. You will have strong people development and coaching skills and be able to implement processes into the team that will maximise revenue. View full advert

Salary:	£0 per annum	Location:	Newcastle Upon Tyne	Date posted:	20-Feb-2010

Retentions Team Leader An experienced Team Leader with Retentions experience is required to join this large international company based in Newcastle. The successful candidate will be responsible for supporting; coaching; developing and supervising a team of new and existing staff handling Customer Retentions.Candidates should have previous experience in a similar role and possess proven skills within the Retentions field.Principal Duties and Responsibilities will include: - Day to day team and performance management.- Handle all team HR issues- Conduct regular performance reviews- Recruitment and selection- Training, coaching and motivation of the team- Resolve escalated customer issues.- Hold team meetings on a regular basis with direct reports.Candidates should possess proven management skills and be able to work in a challenging environment.You will also have excellent communication and organisation skills as well as a flexible approach.The successful candidate will be rewarded with a competitive starting sal ary c View full advert

Salary:	£0 per annum	Location:	Newcastle Upon Tyne	Date posted:	20-Feb-2010

Customer Care Team Leader This vacancy is being advertised on behalf of Fresh Start Recruitment (UK) Limited who are acting as a recruitment agency. An exciting opportunity has arisen to join a reputable national company who due to rapid growth is looking to invest further in a 24 / 7 centralised response centre. The company is striving to be the nations number one claims handling and emergency repair service provider, priding themselves on exceptional customer service delivery.We are looking for experienced Customer Care Team Leaders preferably within the claims, insuranceor building industry. We currently have several permanent vacancies including 2 Day Team Leaders and 2 Night Team Leaders. Your duties will include taking full responsibility for service levels delivered by the department, training development and coaching your team. Undertaking PDP team reviews and actioning accordingly. Monitor department standard operating procedures. You will also ensure that all customer complaints are dealt with efficiently and recorded adhering to policies and procedures whilst always promoting the companys core values. You will have skills in leadership or management and must have worked within a team environment which is driven to deliver exceptional customer service monitored through key performance indicator and service level agreements. You will need to be a first class communicator and have the ability to remain calm under pressure whilst making important decisions. This is a fast paced role working 8 hour days on a rotating basis between 8am 8pm Monday Friday or 8 till 8 12 hour continental. Flexibility is essential. Salary between View full advert

Salary:	£28,000 per annum	Location:	Mansfield	Date posted:	20-Feb-2010

Team Manager This is an excellent opportunity to join a well established business in an exciting period of change and growth.You will be required to manage a team of outbound sales advisors required to sell utilities to residential customers through cold calling, working from a dialler. Your responsibilities will be hitting team sales and performance targets and the day to day management of your team. You will also conduct team briefings, buzz sessions, 121 s and coaching sessions.It is essential that you have gained experience managing an outbound sales team in a contact centre particularly, in an outsourced environment. You will have strong people development and coaching skills and be able to implement processes into the team that will maximise revenue. View full advert

Salary:	£20,000 per annum	Location:	Gateshead	Date posted:	20-Feb-2010

TEAM COACH BOREHAMWOOD - 18,000 JOB DESCRIPTIONPosition scope:Undertake design, development and delivery of various coaching programme. To provide coaching to staff as and when required.Key responsibilities: Follow up on local induction workshop with coaching programmes Giving feedback on performance on telephone communication quality, ensuring that the feedback works towards customer service excellence. Listening to calls and understanding the elements that make up a successful interaction Design & develop learning & development interventions Provide 1:1 or group coaching as/when required Regulation ensure that all coaching and development solutions comply with industry regulations and best practice Document up to date records of coaching delivered Regular contact with L & D to ensure alignment with business needsPERSON SPECIFICATIONRequired Skills and Work ExperienceEssential Previous Call Centre experience (preferably in an inbound environment) Ability to coach individuals on a 1:1 basis and in groups Proven experience in implementing coaching Strong verbal and written communication and interpersonal skillsDesirable Experience within financial services Knowledge of FSA. Knowledge of Finance & Investment Market ISAs PEPS, Children Trust Plans, Investment Plans.Required QualificationsEssential GCSEs or equivalent including Maths and English Microsoft Word and Excel (Intermediate)Desirable To study towards achieving an Investment qualification if and when necessary/required by the Business. TAP accreditation Any Other Additional Requirements The ability to travel within the UK View full advert

Salary:	£18,000 per annum	Location:	Borehamwood	Date posted:	20-Feb-2010

Customer Service Team Leader At American Express, the world's premier financial and travel solutions provider, we're looking for outstanding and results-driven Team Leaders to join our Customer Services International. We have a number of Team Leader vacancies available across our Executive Complaints and High Value TeamsAs a Team Leader, you will identify talent needs, recruit staff and review and coach performances. You will also develop a training programme to ensure that our people are equipped with the skills to deliver an exceptional customer experience over the phone.As you'll soon discover, American Express's customer service and product management records are second to none. And we have a `Superbrand of the Year' award, have been voted 3rd in the `Top 20 Best Big Companies to Work for', as well as numerous call centre excellence awards to prove it.This is a fantastic opportunity for a highly professional Team Leader with strong financial acumen and experience of call centre environments, to establish a successful and rewarding career within a world-leading organisation.Qualifications:A proven record in people and performance management, including an eye for talent and strong coaching skillsAn understanding of call centre environments and associated targets / SLAs and reporting metrics, including balanced scorecardsStrong change management, relationship management, interpersonal, decision making and communication skillsA results-driven mentality, coupled with the ability to work independently and meet deadlinesFSA Regulatory and complaints handling background is advantageousEmployment eligibility to work with American Express in the UK is required for this position.Our achievements:3rd Place Sunday Times "Best Big Companies To Work For"Stonewall Diversity ChampionTop Employer for Working Families 2009Moneywise Customer Service Awards 2009Race for OpportunityExtraordinary people work at American Express. Are you one? View full advert

Salary:	£0 per annum	Location:	Brighton	Date posted:	18-Feb-2010

Screwfix Team Manager - Yeovil The role of Team Manager, based at our award-winning Contact Centre in Yeovil, is a highly important position in our mission to consistently deliver the fantastic customer service that Screwfix is renowned for, and keeping our customers shopping with us again and again. Reporting into one of our Sales & Service Managers, you will be responsible for the successful management of a team of Customer Service Representatives who are at the front line of the customer experience for our telephone sales channel. It is a varied, challenging and rewarding role, and you will make a huge contribution to the overall success of the business by effectively managing and motivating of your team to achieve the very best results possible. Recognised as being "where the trade buys" and promising a fast, reliable service, Screwfix is the UK's leading multi-channel supplier of thousands of high quality fixings and fastenings, hand tools, power tools, plumbing and electrical supplies, kitchens and bathrooms, landscaping and outdoor products, safety products and workwear, and building supplies. Combining trade prices and a massive range of leading brand name items, Screwfix offers over 18,000 products and is fully committed to customer care and support. Each item is supplied with a 30-day money-back guarantee, and all stock items can be purchased seven days a week via a call to our freephone customer service hotline, a click onto our website , or a visit to one of our growing network of Trade Counters. The role involves:- Managing team performance to optimise results, recognising achievement and dealing with under performers professionally- Delivering and successfully maintaining our key performance indicators and targets through strong leadership of your team- Motivate your team towards achievement of agreed KPI's, service level and call quality standards through continuous coaching, reviewing and feeding back on performance and development- Regularly appraising and reviewing staff in line with our company frameworks, including objective-setting, one to one meetings, formal appraisals and development- Coaching team members to understand their individual motivators and to inspiring them to achieve their potential- Reviewing and managing the service level agreements to our customers to ensure that any customer complaints are minimised- Resolving any escalated enquiries and complaints, taking responsibility for the action required where necessary to ensure that our customers are dealt with effectively- Encouraging and inspiring the team to continuously improve our working practices- Challenging existing processes and practices that obstruct or hinder the ability to give customers the best possible end-to-end experience To apply for this role, you will need to have:- Previous experience in managing a team, as we're looking for experienced people managers- Previous experience within a customer-focused or customer service environment- A successful track record in setting expectations, reviewing progress, supporting and coaching team members, and developing the team- Previous experience of managing a team within a contact centre environment is not essential, but would be desirable- A successful track record in managing own and others workload, including managing multiple tasks, taking ownership of issues and successfully seeing them through to resolution- Previous experience in working within a pressurised and deadline-driven environment, working and delivering under pressure and helping others to do the same- Previous experience in dealing effectively and professionally with a range of customers, understanding their needs and delivering excellent service- Previous experience in coaching and supporting others to put the customer first, assisting and supporting staff to better understand and deliver exceptional customer service- The ability to reinforce key messages about customer service to the team, acting as a role model for the delivery of exceptional customer service- Previous experience in plannin... View full advert

Salary:	£0 per annum	Location:	Deep Lane, Warminster	Date posted:	17-Feb-2010

Screwfix Team Manager - Yeovil The role of Team Manager, based at our award-winning Contact Centre in Yeovil, is a highly important position in our mission to consistently deliver the fantastic customer service that Screwfix is renowned for, and keeping our customers shopping with us again and again. Reporting into one of our Sales & Service Managers, you will be responsible for the successful management of a team of Customer Service Representatives who are at the front line of the customer experience for our telephone sales channel. It is a varied, challenging and rewarding role, and you will make a huge contribution to the overall success of the business by effectively managing and motivating of your team to achieve the very best results possible. Recognised as being "where the trade buys" and promising a fast, reliable service, Screwfix is the UK's leading multi-channel supplier of thousands of high quality fixings and fastenings, hand tools, power tools, plumbing and electrical supplies, kitchens and bathrooms, landscaping and outdoor products, safety products and workwear, and building supplies. Combining trade prices and a massive range of leading brand name items, Screwfix offers over 18,000 products and is fully committed to customer care and support. Each item is supplied with a 30-day money-back guarantee, and all stock items can be purchased seven days a week via a call to our freephone customer service hotline, a click onto our website , or a visit to one of our growing network of Trade Counters. The role involves:- Managing team performance to optimise results, recognising achievement and dealing with under performers professionally- Delivering and successfully maintaining our key performance indicators and targets through strong leadership of your team- Motivate your team towards achievement of agreed KPI's, service level and call quality standards through continuous coaching, reviewing and feeding back on performance and development- Regularly appraising and reviewing staff in line with our company frameworks, including objective-setting, one to one meetings, formal appraisals and development- Coaching team members to understand their individual motivators and to inspiring them to achieve their potential- Reviewing and managing the service level agreements to our customers to ensure that any customer complaints are minimised- Resolving any escalated enquiries and complaints, taking responsibility for the action required where necessary to ensure that our customers are dealt with effectively- Encouraging and inspiring the team to continuously improve our working practices- Challenging existing processes and practices that obstruct or hinder the ability to give customers the best possible end-to-end experience To apply for this role, you will need to have:- Previous experience in managing a team, as we're looking for experienced people managers- Previous experience within a customer-focused or customer service environment- A successful track record in setting expectations, reviewing progress, supporting and coaching team members, and developing the team- Previous experience of managing a team within a contact centre environment is not essential, but would be desirable- A successful track record in managing own and others workload, including managing multiple tasks, taking ownership of issues and successfully seeing them through to resolution- Previous experience in working within a pressurised and deadline-driven environment, working and delivering under pressure and helping others to do the same- Previous experience in dealing effectively and professionally with a range of customers, understanding their needs and delivering excellent service- Previous experience in coaching and supporting others to put the customer first, assisting and supporting staff to better understand and deliver exceptional customer service- The ability to reinforce key messages about customer service to the team, acting as a role model for the delivery of exceptional customer service- Previous experience in plannin... View full advert

Salary:	£0 per annum	Location:	Deep Lane, Warminster	Date posted:	13-Feb-2010