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Job description

About NCR:

NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail and hospitality industries. NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

• Job Title: Customer Support Team Leader
• Location: Remote
• Salary: £26,680.00 per annum
• Shift Pattern: 37.5 hour’s working week (Rotational shift work)

What is this role of the Customer Support Team Leader?

The Customer Support Team are the first line team, who handle queries from our customers, via inbound phone calls and email. The team use a bespoke “in house” system to search for information and to open and update incidents when required to ensure any issues are handled appropriately and efficiently.

The Customer Support Team Leader will be responsible for the day-to-day performance of the Customer Support Team, you will be working closely with Customer Support Manager to ensure objectives and targets are achieved and the team are providing excellent levels of service to our customers.

The Customer Support Team Leader will be responsible for training, performance monitoring/ tracking, providing reporting, process implementation/updates/changes, idea development, building strong relationships with other departments and the rest of the OSC Teams and management.

What will I be doing as a Customer Support Team Leader?

Duties will include but are not limited to:

• Providing day to day support and guidance to the Customer Support Team.
• Training new starters, reviewing refresher sessions for existing members.
• Performance tracking, reviewing and updating KPIs.
• Performance management and coaching / 121s.
• Reporting – Daily/weekly and monthly.
• Quality Assurance - Email and Call grading.
• Communicating / Implementing / updating / changing processes.
• Building and maintaining relationships with other areas of the business as well as suppliers/3rd party companies where needed.
• Mailbox Management.
• Shift / Rota planning.
• Ensuring there is sufficient cover, minimizing the impact to customers wherever possible.
• Recognising busy periods / low cover days and take the proactive action.
• Be able to handle a wide range of customer complaints confidently via calls / emails.

Additional responsibilities/training:

• Processing Adhoc requests, managing resources and work to key processes.
• Supporting the manager with projects.
• Supporting the manager with recruitment.
• Supplier Management.
• Assisting and supporting the rest of the OSC teams as and when needed.

What Will I Need to Succeed as a Customer Support Team Leader?

The successful candidate will have a passion for providing excellent customer service to our customers and will have a desire to innovate and make improvements. We are looking for a candidate that can motivate and develop the team. It is important that the candidate is approachable and has the skills needed to support others, the ability to demonstrate patience and empathy is key and a positive attitude and the ability to embrace change is a must.

You will need to demonstrate that you have / are:

• The ability to lead and motivate the team as well as being a team player, effective communication skills are essential.
• The ability to multitask and manage your time efficiently.
• Organised.
• The ability to follow instructions / processes and work to deadlines.
• Good problem solving skills, able to spot trends and patterns in data.
• A meticulous eye for detail and accuracy.
• A willingness to develop your skills with regards to gaining experience of people management and other OSC functions.
• Experience of writing policy and documenting processes and procedures and planning the review of such procedures.
• The ability to contribute ideas and opinions on what tools we use in the future and implement changes.
• The ability to identify opportunities for improvement and put in action plans where needed.
• An understanding of technology and experience in MS Office including Outlook / Excel / Word/ Cisco to track work flow, daily tasks and assisting in personal organisation.
• A high standard of personal integrity, discretion, and tact.
• Flexible with hours, you will be expected to cover gaps in the team if required.
• Occasional travel may be required in this role.
• Experience of supporting a team working in a busy contact centre / support desk environment is advantageous.

Shift Pattern (subject to change on the needs of the business):

• Monday – Friday hours between 8am – 6 pm (Weekly rotation of 8am – 4:30pm and 9:30am – 6pm)

What benefits do I Get In Return?

• £26,680.00 per annum
• 24 days holiday per annum
• Competitive defined contribution company pension with Fidelity.
• 50% Employer funded single private medical cover provided by Bupa, with the option to buy additional cover.
• Access to opt into a range of competitively priced benefits, including health cash plan, dental cover, cancer checks, health assessments, critical illness cover and cycle to work scheme.
• Employee life assurance.
• Employer funded Income protection scheme.
• Employee Assistance Programme, with 24/7 counselling service.
• Access to MYGYM discounts for membership offers and discounts.
• Access to a range of lifestyle discounts.

EEO Statement
Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.

Job Types: Full-time, Permanent

Salary: £26,680.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Life insurance
• Referral programme

Work authorisation:

• United Kingdom (required)

Work Location: Remote