Customer Service Centre Team Leader – Emr Careers In Leicester

Overview

Position Title: Customer Service Centre Team Leader

Company: East Midlands Railway

Location: Leicester, UK

Job Description

The Customer Service Centre Team Leader will be responsible for day-to-day leadership of the Customer Service team including: staff performance, quality and training. They will also monitor and manage the CSC team day to day including call performance, call quality and workflows.

Responsibilities:

•  Lead, motivate & direct the Customer Service Centre team on a day to day basis including delivering the highest quality of service from the customer service centre team
• Plan, organise and monitor the team including shift planning and people processes and deliver Training Needs Analysis for all the CSC for current and future team members
• Reporting to the Customer Service Centre Manager you will assist with people process including 1-1’s, MFA, recruitment, disciplinary and monitoring of individual performance

Requirements:

• We are looking for a motivational team leader with experience within a customer service environment.
• You will have the ability to get the best from colleagues and will identify and support performance improvements.
• You will thrive in a fast paced environment and be results driven, with the desire to give the very best service to our customers.