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Part-time Customer Care Team Lead

Location: Newcastle

Career level: 11, Analyst

Salary: Excellent salary and benefits package dependent on experience

Working Environment: Home based during weekend and office based 3 days a week

Working Hours: 09:30-18:00 three days per week and 08:00-16:30 Saturday and Sunday

What’s in it for you? A fantastic opportunity to be a Team Leader for our part time agents and continue the agent journey during the reminder of the hours.

We are looking for someone who is passionate about customer care and people development. This is a fantastic opportunity to gain experience of leading a team of part time customer care agents and continuing to act as an agent in remaining hours. As a Team Lead you will be driving performance to meet business objectives and exceed client expectations and delivering to those expectations as in agent in another team. The Team Lead will also be the main point of contact for the client and customer escalation therefore outstanding communication skills is essential.

Responsibilities Include:

• Guide the team to achieve objectives and support the growth of the product
• Support a customer focused culture and drive a “right first-time” approach
• Equip and prepare your team to deliver a second to none customer experience and drive sales performance
• Complete Quality Assurance identifying gaps and implementing appropriate support in coaching sessions
• Attend management / stakeholder meetings and appropriately deliver insights / information
• Facilitate and deliver training briefs either on a 1-to-1 or group basis ensuring all colleagues have a full understanding of the product as it evolves
• Complete gap analysis of skills via a range of methods such as call listening and customer feedback reviews, then implement appropriate training for performance improvements
• Monitor and drive your team’s performance to exceed goals, providing them a clear goal and structured support to help them perform at the best of their ability
• Performance management: career counselling, coaching, performance development, 1:1's, mentoring
• Invest in your own development and growth by ensuring your knowledge is current and relevant in line with product improvements
• Identify and implement best practice opportunities
• Provide support in resolving complex and/or escalated queries or complaints
• Anticipate and resolve risks or issues that are preventable to ensure positive customer outcomes
• Implement housekeeping procedures that guarantee customer’s records are secure and held in compliance with appropriate data protection legislation
• Educate and lead by example so that the team are aware of and adhere to the department standards, policies and procedures
• Sustain performance metrics for self; being a model for agent KPIs and behaviours.
• Promote a transparent culture where customers’ expectations are exceeded
• Live by and demonstrate the clients core values and be an advocate of our organisation

We are looking for the following skills:

• Previous people management experience in a contact centre environment and/or a desire to grow skills and experience in people management
• Proven performance metrics as a customer care agent.
• Familiarity with telecoms and broadband products would be beneficial
• Strong interpersonal skills
• Ability to work on own initiative while in a team environment
• Excellent organizational & time management abilities
• Analytical approach to problem solving
• Ability to establish and maintain key relationships across both Accenture and the Client’s organisation.

What’s in it for you

At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 25 days’ vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice!

Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the first-class services we are known for.

About Accenture

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries — powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 674,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law.