Vacancy Detail

Team Leader

Salary: £22,500 - £28,000pa
Location: Glasgow
Ref: TL
Job description
POSITION TITLE: Customer Service Team Leader
DATE: 2018
REPORTS TO: Operations Manager
HOURS: 40 per week (Monday - Friday) DIVISION: Operations DEPT/UNIT: Motor & Property

Basic Purpose and Function

Individual responsibility for -:

• Management of allocated Seniors and reporting handlers ensuring all service level agreement are met or exceeded
• Training, guiding and supporting allocated Seniors and handlers
• Overseeing work allocation to team. Ensure target setting in place and consistent achievement at individual and team level

Key Tasks
• Maintaining required quality by performing audits
• Ensuring customers are kept updated by the team
• Use of MI reports to drive SLA achievement and identify anomalies
• Produce MI at individual repairer level to drive network performance improvement
• To handle customer complaints and escalate necessary issues
• Complaint analysis to driver repair performance management
• Carry out Training Needs Analysis and deliver appropriate training
• Manage performance at team and individual level in the areas of productivity, quality and behaviours
• To ensure all suppliers adhere to contractual obligations
• Manage repair network administration and repair rectification service delivery
• Manage network repair contracts
• To actively drive performance of department via performance management, performance reviews and dashboards
• Actively seek, investigate and present service enhancement opportunities
• Implementation of communication strategy and staff mentoring (includes effective team meetings, 121’s, appraisals, daily focus meetings)
• Resource planning, recruitment and transactional cost
• Produce board reports encapsulating delivery of the Network Team’s performance to our stakeholders
• Attendance at client review meetings

Position Dimensions (Scope) (e.g. reporting structure, personnel responsibility, decision-making authority, budget responsibility)

Reporting directly to Operations Manager

This is subject to change in the event of business restructure

Qualifications, Knowledge and Experience

• Advanced ability to interrogate data and MI accurately, preparing high level audience advanced reports using Visio and Excel
• Feedback, coaching and training delivery experience
• Organisation and planning experience
• Problem solving skills and resolution
• Leadership Qualities – consistent staff motivation, ensuring staff are competent, confident and understand expectations
• Relationship management
• Ability to work in a pressured and challenging environment

• Knowledge of relevant legislation – Financial Ombudsman Service (FOS) & Financial Services Authority (FSA).
• Resource planning, recruitment and transactional cost analysis experience

Generic Competencies (Generic competencies are not changeable. If you wish to request an additional competency, please contact HR)
• Communication
• Results Focus
• Client Focus
• Developing Self and Others
• Problem Solving
• Quality Focus
• Commercial Awareness
• Systems of Work
• Handling Systems

Specific Competencies
• Understanding of our Repair Processes
• Competent in Client Network Management Information and it’s production