Team Leader Customer Care -Scotland Do you have experience of leading and motivating a team in a contact centre environment? Are you looking for your next challenge? We have exciting new opportunities within the Service Delivery Management team in Glasgow (Queenslie) which will allow you the opportunity to grow and develop others as well as your own career as a Performance Leader. About us Coloplast is a Market Leading company with a strong record for product and service innovation. We work in close Partnership with the NHS and individual healthcare professionals to support and drive the best clinical solutions and services to patients. We offer great career opportunities plus a strong benefits package for our staff. The role Within the role, you will work alongside the current Team Leader/Management team as well as the Head of Service Delivery, to ensure the highest levels of customer satisfaction, loyalty and retention. You will ensure that excellent service levels are achieved at all times through innovative solutions, highly trained people and a clear customer focus. Essential criteria •Motivating, role model behaviour with passion and energy to develop a high performing team of Customer Care Specialists. •Ensure departmental and business KPIs are met. •Practitioner of setting and achieving SMART objectives. •Stakeholder Management skills; working with key stakeholders not improve business and resolve issues. •Ability to recruit effectively. •Excellent communication. •Daily work-force management in concert with RTA and Planning Analyst. •Ability to conduct regular, effective 1:1 meetings focussing on performance summaries and long term improvement. •Review the quality of calls within the team and offer coaching on a one-to-one basis to improve Customer Care Specialist competencies. •Be the point of contact within the office for adhoc queries Personal Characteristics •Positive outlook-forward looking, with passion and energy •Ability to develop trust, is flexible and proactive. •Creates an environment that enables individuals to succeed, learn and develop •Team Player – ability to work with wider Leadership team and stakeholders, able to build relationships through strong interpersonal skills, empathy and rapport Work with us We are looking for individuals with Leadership experience within a contact centre or with an aspiration to develop into this position. You will be required to have a strong customer focus, excellent communication skills, and a desire to strive for and achieve excellent results. You must be able to prioritise both your own work, and that of your team effectively, with the ability to work well under pressure. The successful individual will create an environment that allows individuals to thrive, and will take ownership for their own area, as well as being a strong team player. Need more information For more information please visit our website at www.coloplast.co.uk/curious Deadline Please apply for the role as soon as possible as we will interview suitable candidates as and when we receive the details. Coloplast Limited is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with very private and personal medical conditions. Employing more than 10,000 people and with products available in more than 130 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things. Curiosity works here. Visit us on Coloplast.com. Follow us on LinkedIn. Like us on Facebook .