OPIA Salary

Rating of the company

PRIORY HOUSE PILGRIMS COURT SYDENHAM ROAD GUILDFORD GU1 3RX ENGLAND

TIN: 06021170

Rating of the company

OPIA

Working hours

Responsibility

investigate excessive volumes to identify and manage promotional issues
ensuring shifts run smoothly - including subject matter expertise in handling escalated customer interactions as needed to support the team
be the final point of contact in more complex customer escalations and ensure all customer complaints adhere to the escalation processes
communicate expectations to team members and provide timely updates
responsible for the day-to-day supervision of a team of Customer Service advisors including work and attendance monitoring and ensuring appropriate measures are taken to resolve any issues on shift
drive customer service excellence. Quality check claims, emails and calls to ensure advisors are delivering the expected standard of customer service
monitor call, email, chat and claim traffic, ensuring that the quality is maintained to a high standard and in line with agreed SLA’s
working with the Operations Support Manager to raise issues and to provide a clear picture of how each campaign is performing and provide suggestions for solutions and long-term improvement

Requirements

A passion to go above and beyond for customers and your team at all times
excellent people management skills
highly motivated with skills to develop and coach team members to achieve performance expectations
able to perform well under pressure and in a busy contact centre setting and follow through on items to completion
strong communication skills, both written and verbal
ability to lead a team in multi-tasking, prioritisation, and meeting timelines on deliverables
willingness to be flexible
2+ years previous experience in a Team leader role is essential - ideally within a customer services environment

Average salary in this position

Average salary in this position in the country

3475 £

-1%

3445 £

2950 £

3475 £