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Team Leader - Customer Experience Centre
Equiniti
posted 4mon ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
- Organise, plan, control and monitor workflow, co-ordinating resource to ensure that the daily workload is consistently completed in line with agreed service standards.
- Monitor the performance of the team, recommending and implementing changes to the way in which the team operates to improve service quality and process efficiency supporting line management in the implementation of centrally driven changes when required.
- Input in to the development of individual team members, ensuring cross training is carried out and there is sufficient knowledge and resource to cover absences.
- Work alongside the UK operational team to ensure communication and operations are aligned.
- Recognise and analyse trends in problem occurrence and workflow, investigate further when appropriate and implementing changes or co-ordinating support from other parties to resolves matters and minimise the risk of re-occurrences.
- Monitor the team compliance with internal policies, procedures, external regulations and data security, report or escalating non-conformance as necessary.
- Ensure that the operational unit works to support our quality policy, information security policy and all aspects of our Integrated Management System.
- Support the team deliverable by undertaking a range of roles and tasks when required.
- Pursue personal development of skills and technical knowledge to adapt to the changing business environment.
- Successful completion of task and achievements of agreed service standards.
- Effective use of resources.
- Accuracy and volume of team s work.
- Development of knowledge, competence and skills of self and team
- Adherence to procedures, policies and Integrated Management System requirements.
- Quality of recommendations for continuous improvement.
- Effectiveness of change management and communication
- Effective communication with team stakeholders.
- Explains or presents factual information to individuals or groups in a structured, clear, confident and concise way avoiding the use of jargon.
- Explains the reasoning behind what is being said to ensure understanding and acceptance.
- Produces clear and concise reports and other written material (both draft and final form) usually of a detailed and sometime technical nature, which are understandable to those with or without knowledge of the subject matter.
- ICSA or IAQ qualification including Compliance module (must be achieved within 1 year of appointment).
- Uses basic time management techniques to plan, manage and prioritise own work effectively, making most efficient use of the time available.
- Plans, co-ordinates and controls the work and resources of the team.
- Objectively assess the performance of others in accordance with the process, assessing capabilities and potential.
- Give constructive feedback in order to identify individual s development needs.
- Maintain consistency and fairness throughout the process.
- Communicate and explain change effectively.
- Plan and implement changes gaining commitment and understanding, minimising disruption to our service.
- Has a good understanding of the business environment in which Equiniti operates and of industry best practice.
- Has a good awareness of the likely impact of economic, political, social and regulatory change on Equiniti s business and overall aims, including relevant IT industry developments.
- Maintain an understanding of competitor services and initiatives and how they may be turned to advantage.
- Excellent verbal, written, and interpersonal communication skills.
- Advanced Microsoft Office skills including macros and database administration.
- Prior experience in leading a team.
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Customer experience roles with real interview advice
What people at Equiniti are saying
Customer experience salary at Equiniti
reported by
1
employee
with 8
years exp.
₹5.9
L/yr - ₹7.6
L/yr
62%
more
than the average Customer experience Salary in India
View more details
What Equiniti employees are saying about work life
based on 326 employees
Strict timing
Monday to Friday
No travel
Day Shift
Equiniti Benefits
View more benefits
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