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A fantastic opportunity is now available to join our Customer Experience Team at Solvd. in the centre of Glasgow. Our team provides several services including Customer Experience, Finance and Payroll. Solvd. is a vibrant, friendly office, where our people are committed to delivering the best experience for our customers.
We offer a competitive salary and great benefits. Our people are our greatest strength and live by our values of Dependable, Proactive, Agile & Inclusive, so come and join our team!
The Role
As a CX Team Leader, you are responsible for managing, coaching, and developing the performance of Customer Experience Agents in line with Targets and KPIs to ensure they are productive, efficient, and deliver outstanding customer service.
The Customer Experience Team operates 7 days per week between the hours of 7.00am to 10.00pm. We offer permanent, full-time roles of 37.5 hours per week and will consider applicants looking for part-time hours. Successful candidates will be assigned a 4-weekly rota, working 5 days over 7.
Solvd. are Disability Confident accredited and committed members of Inclusive Employers. We welcome applications from all sections of the community. If you need any support or further information before applying for this role, please get in touch with our People Team via people@solvd.solutions.
Key Responsibilities
Leadership & Management
* Create a culture of engagement encouraging growth, personal development, and a great place to work through regular 121s to discuss performance and wellbeing. Fostering a positive and collaborative team environment.
* Responsible for creating ways in which to celebrate successes, recognise great work, and drive a high team engagement score.
* Coach and mentor Customer Experience agents to develop their ability to perform their role competently and deliver excellent customer service.
Performance Management
* Proactively manage Senior Agents and Agents to deliver against SLAs and contractual obligations.
* Maximise customer service and experience.
* Drive innovation and identify emerging technologies to help enhance and modernise the service Solvd. provides to its clients.
* Conduct call listening and auto quality regularly with detailed and tailored feedback for CX agents.
* Allocate cases and workflow based on contractual SLAs.
Compliance & Governance
* Adhere to GDPR guidelines in line with Solvd. policy.
* Show active understanding of fraud awareness when carrying out CX related tasks.
* Adhere to Solvd. processes and ways of working in line with ISO9001.
Skills, Knowledge and Expertise
* Possess the management skills to lead, develop and motivate a team.
* Show clear vision and purpose and inspire teams and colleagues to organise themselves in an agile way in order to reach targets.
* Problem-solving skills (calculations, numeracy, analytical).
* Attention to detail and accuracy skills.
* Ability to work independently and as part of a team.
* Ability to work under pressure against tight deadlines and competing priorities.
* Build strong relationships and collaborate with internal and external stakeholders.
* Resilience to manage complex people issues.
* Behaviours; display values and role model.
Benefits
* Discretionary ScotRail Season Ticket (home to work).
* Discretionary bonus scheme.
* Living Wage and Living Hours Accredited.
* 34 days holiday (including public holidays) with the option to buy additional.
* Generous salary exchange Pension Scheme and Life Assurance Scheme.
* Optional Health Cashplan Scheme.
* Employee Assistance Programme and Wellbeing Support including mental, physical, financial and social.
* Flexible dress code where you can Dress for Your Day!
* Social events including Summer Event and Christmas Party.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
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