Performance & Coaching Lead (Customer Care Team)

  • Location
    Exeter, Devon
  • Category
    Customer Service - Team Leader
  • Contract Type
    Permanent
  • Salary
    £30,000.00/Year
  • OrganizationType
    Office

Performance & Coaching Lead (Customer Care Team)


Exeter


£30,000 per annum


Full time Mon-Fri


Perks of the job include 25 holidays plus Bank Holidays, up to 10% annual bonus, free onsite parking and many more!


We're working with a fast-growing telecommunications company who are looking to build on their current successes by recruiting for a Performance & Coaching Lead (Customer Care Team).


This exciting role is suited to a confident, driven individual who has energy and enthusiasm, alongside a friendly personality, in the pursuit of delivering high standards in a timely, efficient, and friendly manner.


The Performance & Coaching Lead's objective is to coach and develop the Customer Care Department to increase productivity and job satisfaction of each employee, helping to ensure the growth of the organisation.


Working closely with the Customer Service Manager and Human Resources Department you will:



  • Work with individual employees, and teams to develop and inspire them to work together toward achieving company objectives



  • Work with the department to define key performance areas, goals and performance standards

  • Identify ways that employees can continually develop and improve, working to create development plans



  • Support recruitment working alongside department managers and supervisors

  • Establish job functions and expectations

  • Improve communication amongst the team



  • Onboard new employees

  • Produce reports to support performance improvements

  • Performance conversations & reviews

  • Meet. with team members and groups to record milestones, successes, accomplishments, and challenges

  • Provide regular constructive and positive feedback

  • Record feedback from customers regarding employees' work

  • Communicate performance expectations

  • Reward and recognising employee efforts

  • Support employees' career development

  • Any reasonable activities required by the department manager to support the function


Your experience and skills



  • Supervisory experience in a call centre or customer service environment

  • Analytical thinking

  • Data handling

  • Conflict management

  • Exceptional people skills

  • Excellent verbal and written communication skills

  • Experience in statistical analysis tools


If you feel you are the right candidate for this role, or would like to know more, either email your CV to Vicky.williams@office-angels.com, call us today on 01392 426200 or apply online!



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To speak to a recruitment expert please contact Harri Yeates