Team Leader - Customer Service - Voice Process

What Ill be doing your accountabilities

Key Accountabilities:-

• May act as the first escalation point for customer or internal issues.

• May be involved in providing information at a local level with trade unions.

• To demonstrate awareness of BTs strategy and good knowledge of unit/ CBS strategy.

• To coach Team Members on processes and procedures for own products and ensure compliance targets are met for own team.

• To meet all people related targets Attrition / Shrinkage / Care Scores.

Skill Required for the job:-

• Strong skills in building the case for change, drawing on data and analytical techniques where appropriate, and communicating this to business audiences

• Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy