Customer Service Team Lead Nights

About this role

Some of your responsibilities include: Provide assistance, support and coaching to Contact Support Advisors Be an escalation point for concerns raised by Advisors and consumers Contribute to the flow of internal communications to your teams from all internal departments Provide supervision and support to ensure all company standards and policies are adhered to and maintained Set goals for team members as required to support annual performance assessments Provide a support infrastructure to improve the quality of performance and improve the consumer experience Responsible for the management of team key performance indicators (KPIs), overseeing performance management, and reporting on team performance.

Conduct call quality reviews with team members, providing feedback to ensure continuous improvement of consumer services, being aware of trends and escalating where required Responsible for team delivery of ‘voice of the consumer’ to obtain and reflect consumer levels of satisfaction Remain up to date with relevant Data Protection Act/s and procedures, ensuring the team adhere to company procedures. To ensure robust onboarding and offboarding processes are completed to support your team’s employee experience.

What would make me a good candidate? This role is for someone who is motivated by helping others and wants to bring out the best in our Customer Support team. Required qualifications for this role: Proficient ability to prioritise and manage workload effectively, for self and a team, to meet specified deadlines and performance metrics Previous background in a Call Centre Operations Demonstrable and effective people management skills, with a track record of professionally developing others Able to create and maintain strong working relationships with consumers, customers, external suppliers and internal colleagues Demonstrable experience in a consumer services or credit control role and environment Effective at identifying problems and providing appropriate solutions Ability to lead and motivate a team in exceptional consumer service and delivery Proactive, self-motivated learner with a strong drive to achieve personal goals You’re a true team player who is willing to support outside of your normal day to day You align with our four core values and you’re simply a good human Values and Life at Xplor Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day: Find a better way Do the right thing Say it straight Win together Own the outcome If these values sound like you, and describe people you want to work with, you will thrive at Xplor.