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Client Services Voice Team Leader

  • Job reference DST/TP/43767/10690
  • Job type All
  • Sector
  • Location Stirling
This vacancy has now expired.

Summary

You will be responsible to lead, coach and motivate a team of Associates to meet and exceed business objectives. To engender a culture of pride, commitment and customer focus in every aspect of their role. To support a Team Manager in the oversight of a team and delivery of service to clients and customers

Shifts could include 1pm to 9pm cover.

Package

  • Reference salary based on experience and in line with the ACE salary progression scheme
  • 20 Days holiday (increasing by 1 day for every year's service up to a maximum of 25 days)
  • 6% non-contributory pension scheme
  • Life Assurance (4 x salary)
  • Single person healthcare
  • flex benefits scheme

Main Responsibilities

  • Support operational management
  • Overcome objections - escalated calls
  • Assist in the planning and implementation of agreed initiatives
  • Review and understand MI
  • Referral management
  • Chair and actively contribute to team and departmental meetings
  • Enhance Management Company training material
  • Support Manager with Management Company sign off for new starters and cross skilling
  • Maintain overall quality score for Management Companies and individual Associates
  • Complete business process reviews and implement value add solutions
  • Be a role model by adhering to all DST policies and procedures
  • Take ownership of personal development

Ideal Candidate

  • Quality driven with a pride in delivering excellence
  • Able to problem solve to achieve the best outcome for clients and customers
  • Willing to successfully adapt to changing demands and conditions
  • Takes responsibility for the completion of objectives
  • Demonstrated integrity in decision making and takes accountability for messages
  • Able to work in co-operation with others to achieve the desired outcomes
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