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Customer Relations Team Leader - Glasgow

Company: Three
Pay: Excellent Salary Benefits
Job type: full-time
Category: Consumer Services

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Job description

At Three we can see a whole new world emerging. We are committed to improving things for our customers. Every single person believes that we can challenge, change and lead the mobile communications industry. We're no ordinary telecoms company. We have amazing people in our company and our Company Plan is centred around the growth and development of our people.

The Customer Relations Team provides solutions to customer complaints received via the inbound voice channel. They are tasked with delivering high quality, customer centric solutions and providing insight to identify customer experience improvement opportunities. The team are passionate about turning a poor customer experience into a positive one to drive long-term customer advocacy and brand recommendation

What makes this role unique
The Team Leader will play a part in building a vibrant team of customer centred advisors who will actively engage with customers to offer solutions.

The person will manage the day to day running of the team and will be accountable for team performance. The Team leader will co-ordinate daily team activities and drive performance, providing coaching, training and recruitment to help build a high performing team.

What does the role involve
Behaviourally support a culture of excellence in your team by leading as an example, with customer experience at the heart of their activity, where every call drives brand advocacy as well as customer experience results

Support in delivery of customer experience metrics in line with your team and campaign targets

To proactively coach and develop your team through regular and effective reviews and constructive feedback

Ensure performance management and ongoing development plans are completed for all team members

Drive efficiency measures within the team to maximise productivity and effectiveness in line with Key Performance Indicators

Ensure your team adheres to absence and shrinkage policies and that any exceptions or people management issues/queries are escalated to and are managed effectively through your Operations Manager

Effectively manage and deliver team brief/buzz sessions, communications and administration tasks as required

Create a positive, enjoyable and motivational working environment in line with the Employee Brand that allows your team to thrive, and drive outstanding levels of employee engagement

Support on new initiatives, driving operational improvement opportunities whilst ensuring buy in throughout the team

What is the reality of the role/The type of person are we looking for

An advocate for Three behaviours and BeThree Skills. Able to demonstrate these in every day working.
Minimumof "Great" in most recent review
Consistent performer in customer satisfaction KPIs
Can provide evidence of contribution to team, e.g. sharing knowledge and best practice
Ability to demonstrate how to interpret KPI reports and how these can be used to analyse trends and influence performance and/or behaviours
Ability to demonstrate motivational engagement techniques
Nice to have

Experience gained within a contact centre environment
Experience in managing people's performance/behaviours and of having challenging conversations.
Understanding of how to manage, coach and develop a team.
Behavioural Competencies

Leading and Developing Teams: Regularly engage with team to provide clear direction, support and development.

Performance Management: Actively manages the performance of their team and individuals.

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