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Team Leader

72% Flex
Remote: 
Full Remote
Contract: 
Full time
Work from: 
United Kingdom

Offer summary

Qualifications:

Proven leadership in customer service, Experience in KPI monitoring.

Key responsabilities:

  • Lead customer service team performance
  • Resolve service requests promptly and effectively
  • Support improvement and development initiatives
myGwork - LGBTQ+ Business Community logo
myGwork - LGBTQ+ Business Community http://mygwork.com/
11 - 50 Employees
About myGwork - LGBTQ+ Business Community
myGwork is the largest global platform for the LGBTQ+ business community. Our mission is to make the workplace more inclusive for all by providing individual users and partner organizations access to a wide eco-system of services, including job opportunities, training, mentoring, employer branding, and free community events. Joining the platform is free for individual members, which supports myGwork’s goal of ensuring that the platform's benefits are as accessible and as far-reaching as possible. Corporate members get a tailored service, with carefully curated product packages to help them achieve all their DE&I goals. myGwork organizes two annual events, WorkFair – the largest virtual global career fair for the LGBTQ+ professionals, graduates and students, and WorkPride – a week-long global conference for the LGBTQ+ business community and allies during Pride Month. The company also recently launched the myGwork Academy, delivering practical and relevant LGBTQ+ training education to help create inclusive workplaces for all. For more information, check out www.mygwork.com.
See more myGwork - LGBTQ+ Business Community offers

Job description

Logo Jobgether

Your missions

This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community.

Closing date: 10/07/24

Why this job matters

The Customer Service Team Leader coordinates post-sales support and/or service teams delivering customer results.

What You’ll Be Doing

  • Leads and inspires a large team of customer service professionals within a service centre environment, holding accountability for delivery of key performance metrics and effective management of customer interactions and the employee experience.
  • Coordinates timely resolution of service requests to achieve agreed objectives in delivering customer service and provides technical development and coaching to build team's issue resolution capabilities.
  • Supports the execution of reporting, ensuring leadership can leverage quantitative data to identify opportunities, challenge key risk and key performance indicators in efforts to identify and proactively address problems and manage the operational performance of the BT Group.
  • Supports the team through proper workflow and data entry of incidents, requests, problems, and knowledge articles.
  • Supports teams in ensuring resolutions to customer issues where analysis of service quality is reviewed and used to enhance the tech support service model.
  • Proactively seeks to minimise or eliminate customer service issues under supervision by addressing root causes in terms of either processes or behavioural changes.
  • Provides first-level escalation for any high-risk customer issues (technological, financial, legal, brand, reputational) raised by the team.
  • Impacts quality, efficiency and effectiveness through the supervision of the Customer Service team driving contribution to the department.
  • Coaches talent, and leads others, to develop capabilities and ensure performance through upskilling, development and recruitment.
  • Supports the implementation of continuous improvement opportunities to improve the customer service team processes.

The Skills You’ll Need

Complaint ManagementInformation ManagementCommunicationIssue ResolutionProblem SolvingCustomer InsightsCommercial AcumenKPI/Metric MonitoringFeedback ManagementCustomer Relationship ManagementKnowledge ManagementTalent ManagementPerformance ManagementEscalation ManagementDecision MakingGrowth MindsetStakeholder ManagementInclusive Leadership

Our leadership standards

Looking In

Leading inclusively and Safely

I inspire and build trust through self-awareness, honesty and integrity.

Owning outcomes

I take the right decisions that benefit the broader organisation.

Looking Out

Delivering for the customer

I execute brilliantly on clear priorities that add value to our customers and the wider business.

Commercially savvy

I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking To The Future

Growth mindset

I experiment and identify opportunities for growth for both myself and the organisation.

Building for the future

I build diverse future-ready teams where all individuals can be at their best.

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.
Are you interested?

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