Team Leader - Hybrid Working - Clonakilty

Do you have a passion for leading customer service teams to success? Do you enjoy solving problems and providing solutions? If so, we want to hear from you.

You’ll be working 40 hours per week on a rotational shift pattern. You will work on various days and hours across Monday to Friday from 6am-9pm, Saturday from 8am-6pm, and Sundays/Bank Holidays from 10-6pm.

This role is advertised on a hybrid basis. You'll work between our office in Clonakilty (West Cork Business and Technology Park, Co. Cork, P85 YH98) and at home. You should have a suitable private set up to enable you to work from home.

Job title:

Team Leader - Hybrid Working - Clonakilty

Job Description:

What you’ll be doing:

You’ll supervise the day to day activities of a team of customer service advisors within the customer service operation and provide support to the Operations Manager to ensure a culture of high performance, accountability and continuous improvement.

You will have the opportunity to learn new skills, grow your career, and work in a fun and supportive environment.

Some of your duties will include:

• Managing, coaching and developing a team of customer service advisors and team coaches to deliver excellent customer service
• Achieving the attrition, absence and adherence targets
• Ensuring accurate payroll management and minimising administration errors and overpayments
• Working with your team members to meet customer needs in a responsive and efficient manner
• Managing escalated problems and performing root cause analysis of any trends identified to improve the customer experience
• Driving employee engagement
• Ensure all KPI’s are met and adhered to
• Adhering to HR policies and procedures to provide a fair and consistent approach to managing staff and, where necessary, conduct counselling and disciplinary hearings.

What we’re looking for:

• Previous experience within a similar role
• Excellent communication skills
• Ability to manage, develop and coach advisors & team coaches
• Ability to prioritise workload to meet sometimes challenging deadlines
• A self-motivated individual who takes responsibility for both customer and team issues and follows them through to resolution
• A positive and enthusiastic person who shares our vision of delivering excellent customer service every time
• Whilst working from home you will require a quiet, private and comfortable workspace with a reliable Wi-Fi connection and at least 10 Mbps download speed

What’s in it for you?

• The opportunity to lead a new team
• Internal career progression and development opportunities
• 20 days annual leave & bank holidays plus the opportunity to buy additional holidays!
• Life Assurance cover, covering x2 of your salary after qualifying period
• Access to the Capita Pension Scheme
• Access to our Employee Assistance Programme
• Discounted Eye Care Vouchers, Cycle to Work Scheme, Discounts on Hotels, Tech, Fitness, High Street stores… the list goes on!

For this role, you must be based in the Rep

About Capita

Capita is a leading provider of business process services, driven by data, technology and people.

Every day our 43,000 colleagues help millions of people, by delivering innovative, digitally enabled solutions to transform and simplify the connections between government and citizens, businesses and customers.

We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com

Location:

Clonakilty

,

Ireland

Time Type:

Full time

Contract Type:

Permanent