Company Description

Do you want to influence the future of service and shape customer experience for some of the world’s leading brands? Whether in the areas of mobility solutions, consumer goods, industrial technology or energy and building technology – with us, you will have the chance to improve quality of life all across the UK and across the globe. Welcome to Bosch. For more than 30 years, Bosch Service Solutions (SO) offers global innovative services in more than 30 languages with over 10,000 associates across 37 locations. Bosch Service Solutions has evolved over the past few decades into a successful international provider of Business Process Outsourcing
To achieve the ambitious objectives of our growing site in Liverpool we are looking for an experienced Team Leader to join one of our exciting campaigns, which is a much valued and established brand.

Job Description

Your responsibilities:

Through strong leadership, manage a team of Customer Service Associates to provide a first-class customer contact and customer journey.Resolving queries Right First Time in a prompt, friendly and professional manner.Coaching, developing and motivating the team to maximise performance and meet targetsBuild and promote a positive work culture, which promotes the delivery of excellenceProviding a value-add service that enhances the customer experience and builds our brand and service reputationChanneling communication to ensure key stakeholders are kept abreast of the campaign performance and challengesProactively identifies and creates opportunities to improve the customer experience through continuous evaluationIdentifying, highlighting and escalating any service-related issues, incidents or trendsDelivering and maintaining both individual and team targetsFlexibility in hours of work/shift patterns

Qualifications

What distinguishes you?

Significant management experience working in a fast paced, high-performance culture, ideally within a customer contact centreStrong leadership experience with evidence of driving team performance through coaching and development techniques and situational leadershipStrong understanding of people issues and the skills and experience to manage othersA passion for delivering first class customer serviceExcellent verbal and written communication skillsExcellent planning and organisational skills, with a quality focus and attention to detailThe ability to make decisions and influence change through othersCommercial acumenResilient with a strong work ethic and the tenacity, drive and determination to achieve and succeed targetsGood social and interpersonal skillsGood listening and problem-solving skillsA professional and positive approachProactive, confident and self-motivatedA team playerIT Savvy with good MS Office and keyboard skillsFlexibility to work shift pattern, 7-day operation between 0830 - 2030

Additional Information

Your future job location offers you: flexible work time options, hybrid home/office based working options, benefits and services, employee discounts, room for creativity and centrally city based location.