Contact Centre Team Lead

at  Raisin

Team
We are looking for an experienced Customer Service Team Lead to build and manage an internal team of 5-10 Customer Service agents, handling inbound calls, emails via Zendesk ticketing system and incoming post.
As well as being the first line of support for our UK customers, your team is responsible for escalating complaints and technical issues to the relevant team in a timely manner, providing feedback, and ensuring that customers feel reassured and secure in every interaction they have with Raisin UK.
Your Responsibilities

Leadership and Team Development

• Team Performance Management: Provide ongoing constructive feedback, coaching, and training to improve individual and team performance.
• Employee Engagement: Foster a positive work environment, promoting teamwork, and addressing any concerns to maintain high levels of employee engagement.
• Employee Development: identify individual development opportunities and provide support and resources for helping team members accomplish their personal and professional goals.
• Goal Setting and Performance Reviews: Establish clear performance expectations and conduct regular performance reviews.

Customer Service Delivery

• Service Level Management: Ensure customer requests (Phone/Email) are answered promptly and that service level expectations are met.
• Resolving on First Contact: Minimize the need for customers to call back by resolving issues on the first attempt. Identify topics of repeat contact and identify and implement sustainable solutions.
• Deliver and improve Customer Satisfaction: Maintain high levels of customer satisfaction through effective communication and problem resolution. The Team leader understands, analyses and uses customer contacts to analyze root causes to customer issues and implements solutions to resolve them.
• Resolve Customer issues: Be an escalation point of contact and a subject matter expert when employees and customers need help.

Operational Efficiency

• Call Quality Monitoring: Regularly monitor calls to ensure that company policies, procedures, and compliance standards are adhered to. Provides regular coaching to improve performance.
• Productivity Management: Ensures that great customer issues resolution is delivered in alignment with strong efficiency. Identifies ways to improve efficiency of the immediate team and broader organization.
• Staffing: Plans ahead and optimises real time capacity management to ensure customers receive on time service.

Collaborative Problem Solving

• Own Customer issues: identify, research and resolve complex customer issues, and provide timely and effective solutions to Raisin customers. See the big picture, connect the dots to understand the issue and associated issues better. Demonstrate the ability to handle complex customer issues, escalations, and disputes effectively.
• Decision-making: Make informed decisions that align with Raisin policies and benefit both the customer and the organization. Identify process issues and work across functions to find sustainable solutions.

Communication

• Internal and External Communication: Deliver clear and effective communication within the team and with other stakeholders internally and externally.
• Customer communication: Ensure that communication with customers meets and exceeds customer and brand expectations. Find ways to improve customer communication to improve satisfaction, reduce customer complaints and improve customer loyalty.

Your Profile

• 5+ years experience with 2+ years in a Team Leader role
• In Financial Services - Contact Centre / Call Centre.
• Bachelor’s Degree.
• Additional years of relevant experience may be considered in lieu of a degree.
• Proven ability to build, motivate and lead a Customer service team.
• Excellent verbal and written communication skills.
• Strong critical thinking skills to make well-informed decisions by weighing evidence, considering alternatives, and anticipating potential consequences.
• Ability to interact with customers while staying calm under pressure, in volatile and demanding situations.
• Proven ability to build positive relationships and find agreeable solutions in tough/conflict situations.
• Strong analytical and data management skills.

Our Benefits
At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, who are at the heart of our success.

Please refer the Job description for details