Team Leader

118 Limited
Cardiff (Caerdydd)
Competitive with bonus
09 Aug 2017
16 Aug 2017
Basic Purpose and Scope: Effectively manage your assigned team. Ensure that the team is motivated, monitored and measure in line with Sales targets and Service performance standards, and that the gap in performance or quality benchmarks are quickly identified and addressed. Responsibilities include but are not limited to: - Lead and manage a team to deliver on all Key performance indicators. - Develop a performance orientated culture. Create effective team working through encouraging a culture of honesty, accountability and best practice. - Plan and tailor all communication to the team including team briefings and meetings to ensure maximum benefits and transparent consistency. - Maintain and enhance the treating customers fairly culture within Conduit UK. - Influence others to follow personal example as a role model for the organisation. - Demonstrate a drive to stretch themselves, find and learn from a variety of development opportunities. - Prioritise effectively, keeping ordered, accurate and comprehensive paper-based and electronic records. - Able to deal with escalations and customer complaints. - Understand and utilise the Human Resources procedures e.g. Absence, performance, disciplinary etc. - The ability to cut through complex and ambiguous issues to make effective decisions. - Deal with issues in an open and honest manner. - Encourage and support others to fulfill their potential. - The ability to manage multiple and complex relationships both internally and externally as and when required. - Anticipate problems within the team and develop solutions based on logical reasoning, past precedents and best practice to solve and prevent reoccurrence. - Timely reporting of any significant business risks or identified fraudulent activity. - Management of service level affecting events in line with budgets KPI's. - Delivery of excellent customer service combined with quantitative and qualitative sales and retention levels. - Produce action, development and performance improvement plans for individuals as appropriate. - Support managers/colleagues to deliver, implement and achieve organisational targets and objectives. - Demonstrate the ability to generate excitement amongst others to drive high quality customer service as well as growth and retention with energy and passion. - Consistently produce work of a high calibre ensuring promises are kept to both internal and external customers in line with our clients brand values. - Demonstrate appropriate service behaviours when dealing with internal and external customers. - Build team cohesion and capability to achieve our clientsgrowth and quality targets. Requirements: - Strong Organisational skills - Excellent time management skills - ability to multi-task - Resilient - Excellent communication (oral and written) and problem-solving skills; - A strong customer focus; - Excellent people skills - A desire to help others work towards targets and develop their skills; - Leadership skills and the ability to motivate and develop staff; - Ability to set, meet and exceed targets;