Customer Services Team Leader (Vodafone Business Services)
April 2013 — Present
Supporting Customer Service Executives (CSE) in delivering excellent account enquiry & billing amendment support to the Vodafone SME Fixed Line and Demon customer base.
Supporting Team Manager in day to day operational/task management of the team.
Completing day to day supervisory duties including, but not limited to, caseload distribution, quality checks, performance and productivity review.
Monitoring the quality of CSE’s work and providing feedback where necessary.
Monitoring CSE’s working with the team manager to train/develop colleagues.
Working with CSE’s and team manager identify and implement process improvements and work practices which enhance the Customer Experience.
Liaising with the relevant departments concerning account enquiry issues ensuring that they are resolved or escalated as appropriate.
Investigate & provide detailed overview of any queries falling outside of target completion date to the Team Manager on a daily basis.
Assisting new starters during their probation period, including one-to-one coaching during their first week out of training.
Resolving high level customer queries and complaints to a satisfactory conclusion