Complaints & Administration Team Leader

ACS Recruitment Solutions Ltd
Northampton, UK
13 Jul 2019
23 Jul 2019
Contract Type
Full Time
Our client based within the heart of Northampton are currently seeking a Team Leader to join their fast paced and growing team. This is a fantastic opportunity for anyone with previous experience working as a Team Leader or Manager within a contact centre environment.

A successful candidate will have strong complaints handling experience, an enthusiastic and positive outlook and desire to further a career within a growing organisation.

Duties Include:
  • Day to day management of the team, ensuring all administration tasks are completed to the highest levels of accuracy
  • Ensuring all internal and external KPIs and SLAs are achieved
  • Identifying and utilising the teams core strengths to enhance team efficiency
  • Collation and delivery of various reports as requested by the senior management team
  • Managing business processes including; time and attendance, productivity and quality
  • Acting as a key point of escalation, supporting the team with any complex cases
  • Undertaking regular audits to ensure best practice and internal methodology is adhered to
  • To review operational processes, highlighting areas for improvement and risk as required
  • Offering continuous support and development to the team, ensuring their industry knowledge is upheld
  • To ensure all company procedures are adhered to at all times

Skills and Experience Required:
  • Demonstrable experience of both written and verbal complaint handling
  • Excellent leadership skills with an enthusiastic approach to work
  • Thorough and up to date knowledge of Data Protection Principles including subject access requests
  • Excellent written and verbal communication skills
  • Ability to understand and interpret various laws, regulations and policies
  • Previous team leading experience
  • Flexible, enthusiastic and adaptable approach
  • Ability to remain confidential at all times

ACS Recruitment are a recruitment business working on behalf of our client. We offer a number of perks for our staff including high street discounts plus much more.

If you know anyone else interested, we offer a £25 referral scheme for everyone recommended to us

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