The Customer Care Team Leader will lead, manage, inspire and motivate a team of advisors to deliver an outstanding level of customer service and meet challenging performance targets in an effective and efficient way through powerful leadership and coaching. They will work with other Team Leaders and Customer Care Managers to meet the wider Customer Care and Company objectives.
*Ensure that their team delivers an excellent customer service and operates with a customer centric mindset, taking individual responsibility for following through and owning the experience for the customer.
*Drive and deliver exceptional team performance across all of the measurable key performance indicators in an efficient and effective manner.
*Encourage a culture of learning and development and ensure that all their staff are appropriately trained, coached, managed and engaged, including through both role modelling appropriate behaviours and providing a motivational and supportive team environment.
*Ensure that all their staff are fully informed and engaged with the delivery of the goals for their team, Customer Care and the Company
*Monitor and use all relevant performance data of their own and other teams in order to promote and drive continuous improvement in performance
*Promote the uptake and embedding of improvements in processes and technologies and actively work with other Team Leaders and Customer Care Managers to help identify and facilitate changes to aid delivery of business goals.
*Experience of working in a Customer Centric related role with proven success in delivering customer satisfaction. *Experience of successfully leading, developing and motivating teams particularly in a changing environment *Experience of driving performance improvement through coaching, goal setting and effective feedback
*Experience in working in a demanding, target driven and fast moving environment *Experience of working in a customer operational focused area and an understanding of an operational delivery environment
*Ability to think objectively, to understand issues with the appropriate use of data and to create and identify successful interventions to improve performance.
*Good customer and colleague engagement skills.
*The ability to work in a resilient manner in a demanding target driven environment whilst maintaining team performance and delivery
*Good leadership and coaching skills with the ability to motivate, inspire and develop your team especially during challenging times.
*Able to respond positively and flexibly in a changing environment to fast changing business needs and embrace the introduction of new technologies, approaches and customer engagement channels.
*Motivated to assist in STW overall goal of becoming the number one company.