Customer Support Team Leader

Global Radio London a month ago

Job Description

Customer Support Team Leader

Our ambition, for customers, is to ensure every interaction with Global is a positive customer experience. With this in mind, we revamped our customer support and launched the team in 2019. This role will be part of the Customer Support Leadership team, but also working as part of the team you will bring expertise in handling complex enquiries.

Reporting of the Role

This role reports to the Head of Customer Support

Overview of job

The role is to ensure the delivery of excellent customer service working within the customer support team. You are a senior member of the team and a role model. You work as part of the team and also take ownership when vital to assist others in the contact centre. You will be specifically responsible for managing escalated enquiries to completion. You will also be responsible for the quality of your teams output and development of the team's knowledge.

You will be rostered with the team to take calls, respond to emails or do whatever work is needed to ensure the smooth running of the contact centre and delivery of excellent customer service

3 best things about the job

  • High levels of customer satisfaction.

  • The variety of your working day

  • The people you work with, within the team and across the business!

Measures of success –

In the first few months, you would have

  • A happy team, enjoying their work.

  • Networked within the business and have worked with key partners.

  • A high level of knowledge on all our systems, processes and products.

  • Team achieving customer satisfaction scores of up to 80%

  • Quality monitoring standards achieved for email, phone calls, social media for your team.

  • Responding to complex customer enquiries.

Responsibilities of the role

  • Work as part of the customer support leadership team, establishing great working relationships.

  • Briefing and training on emerging issues and projects.

  • Maintain agent knowledge base and briefing processes with up to date information.

  • Answer customer enquiries by all forms of contact.

  • Handle advanced queries and day to day issues raised by team members.

  • Investigate queries and complaints with relevant employees around the business.

  • Ensuring the delivery of Contact Centre critical metrics for telephone answering, email response times and quality of call/email/social media handling.

  • Shift team leader, ensuring the shift is staffed and supported.

  • Allocate work within the team and ensure completed in a timely manner. This can include emails, social media and any other work taken into the contact centre for completion.

  • Keep the leadership team updated on a regular basis with issues and concerns affecting the team.

  • Complete reports and shift updates as required.

  • Work various shifts across Monday to Saturday.

What you will need

The ideal candidate will be proactive and willing to develop and implement innovative solutions, capable of the following:

  • Previous experience as a customer’s service team leader in a contact centre or customer service centre.

  • Experience in leading a team where the team handle enquiries by email, telephone, webchat and social media.

  • Experience in managing team workload and team resourcing.

  • Experience of telephony, CRM and other contact centre systems.

  • Mentor and development approach to leadership.

  • Excellent written and verbal communication skills.

  • Natural drive to support the customer and find solutions to customer enquiries working with colleagues.

  • Enthusiastic and eloquent, whilst being motivated by a need to help people.

  • Use your self-motivated and positive nature to accept feedback and improve performance.

  • Contribute positively to the team and success of the company.

Everyone is welcome at Global

Just like our media and entertainment platforms are for everyone, so are our workplaces. We know that we can’t possibly serve our diverse audiences without first nurturing and celebrating it in our people and that’s why we work hard to create an inclusive culture for everyone. We believe that different will set us apart, so no matter what you look like, where you come from or what your favourite radio station is, we want to hear from you.

Although we cannot make guarantees, we welcome conversations about flexible working for all roles at Global