Customer Service Administrator Team Leader

Job Description

Customer Service Administrator Team LeaderAre you an experienced team leader Are you someone with supervisor experience, whos looking to continue your career in the customer service sectorMarston Holdings Limited has an exciting opportunity for an experienced Customer Service Administrator Team Leader to join their Operations team on a full time, permanent basis.Marston Holdings Limited is a parent company formed of eight brand entities that each specialise in key areas of our overarching business. In a nutshell, we are the UKs largest judicial services company and pioneers in clean air technology, offering servicesthat support local and central government, utilities, and private sectors through the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery.The Position & Key ResponsibilitiesThe role of the Team Leader is to lead a team of Administrators ensuring that they have the necessary competencies to effectively carry out their daily duties through continual development.As a key part of the smooth running of the contact centre the successful candidate will need to have excellent communication skills to maximise the efficiency of the Administrators. You must have the ability to work collaboratively to ensure all SLAs andKPIs are achieved.

• To manage, motivate and ensure commitment of staff through effective leadership
• Identify any needs for development/improvement by monitoring staff performance via KPI, observation, and auditing of work
• Analyse productivity and quality trends by working in conjunction with the quality team and proactively act upon these trends by implementing individual and team-based action plans.
• Develop the knowledge and competencies of the team with the support from the Performance Coaches.
• Identify development areas and address any poor performance by effective performance management techniques, taking disciplinary action where appropriate.
• Ensure an effective level of communication with staff through team briefings, the use of monthly1-2-1 meetings, coaching, objective setting, training, and performance management.
• Carry out 6 monthly performance reviews with your team on a one-to-one basis as part of the performance management cycle, reviewing progress on existing objectives and setting new objectives for the next period.

Person specification

• Experience managing and supervising a team
• Experience in analysing KPIs in order to manage performance
• Experience of handling and resolving difficult situations
• Good understanding and use of Microsoft Office Applications
• Excellent planning, time management and organisational skills
• Ability to remain focused and decisive when working to specified targets in a pressured environment

Whats in it for you

• Salary: £24,835.52

• Contract: Permanent
• Enhanced Maternity and Paternity Package NB subject to eligibility criteria
• Health Cash Plan
• Staff benefits designed to suit your lifestyle, from discounts on high street and online shopping to travel, socialising and wellbeing

If this sounds like the job for you, please apply....New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change.We are an equal opportunity employer, which means well consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protectedcharacteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and were committed to creating an inclusive environment for all employees.