Customer Service Team Leader

We are seeking a dynamic Team Leader with a strong customer service background who will be responsible for ensuring the smooth running of day-to-day operations within our application centre, supporting customer service agents and identifying key areas of improvement.

Line manage a team of staff ensuring regular appraisals and 1:1s are conducted, offering regular support and assisting in professional and personal development.

To support the supervisors and managers in the organisation of onboarding new hires and implementing relevant training programs.

Key Responsibilities

Be a point of contact for customer service agents where applications require escalation due to issues or substantial difficulties
Tracking agent performance and intervening as needed to protect and enhance delivery against key service and delivery metrics
Support colleagues through advice and mentoring, promoting best practice, sharing information and encouraging team spirit
Handle problem customers assertively and diplomatically
Support VAC initiatives to support the ongoing improvement of business performance, displaying initiative to suggest and implement process improvement methodologies
Conduct regular reviews and annual appraisals with staff, ensuring positive achievements are highlighted and areas of development are identified and addressed through continuous support
Conduct regular staff meetings to provide necessary business updates

Experience

Robust knowledge of customer service techniques and principles
Proven experience on support and developing staff and successfully reducing quality issues
Demonstrable experience in a customer service role engaging direct with the public
Team Leadership experience supporting a team Working in a fast-paced and at times highly pressured environment
Experience of working in a collaborative team environment

Skills and Abilities

Competent technology skills in particular with MS Office Highly detail conscious and analytical

Fluent in English, and with good written English communication skills with an ability to articulate complex situations into precise and easily understandable language

Excellent personal time management

A can do attitude and willingness to go the extra mile when required

Strong team working capabilities and effective interpersonal skills

Organised, able to cope effectively under pressure, and undertake many concurrent tasks

Self-motivated

Patient, professional and with a stable personality Assertive and adaptable

Supportive of the Company Values of Integrity, Respect, Professionalism, Innovation and Commitment

At TLScontact, we're proud to foster an inclusive work environment where diversity is celebrated and valued. We're committed to equal employment opportunities and pay parity, regardless of factors like race, religion, gender, or disability.

Please note that all successful applicants will be required to undergo an enhanced level Criminal Record disclosure.

Join us on our mission to redefine global visa and consular services – apply now and embark on a rewarding journey with TLScontact!

All successful applicants will need to apply for and pass a Criminal Record disclosure - enhanced level.

Under The Immigration, Asylum and Nationality Act 2006, you must have the right to work in the United Kingdom to be considered for this role.

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Job Type: Full-time

Pay: £28,500.00 per year

Benefits:

Additional leave
Canteen
Company pension
Cycle to work scheme
Enhanced maternity leave
Health & wellbeing programme
Referral programme

Supplemental Pay:

Performance bonus
Travel Allowance

Work authorisation:

United Kingdom (required)

Work Location: In person

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