(NL) 010-3400345 (ES) 937370972
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Team Leader Benelux (+ French)

Company profile

Our customer giving customers peace of mind for over 100 years
They experts in providing specialist warranties, with over 16 million people in 14 countries trusting to help with their breakdowns.
At the core is a determination to take the worry out of your appliance, boiler and electronic problems. That’s why they specialize in protection plans, where you pay a set price each month for approved repairs from expert engineers.

For more than 100 years, they have been helping customers globally. They started in 1912 by insuring livestock in Western Australia, before moving our HQ to London and broadening our range of general insurance.
In the early 1950s they began insuring TV cathode ray tubes (the Queen’s coronation had made the new technology incredibly popular), before adding kitchen and central heating cover in the ‘70s.
By the early 1990s they were expanding into Europe, opening offices in France, Spain and Germany, so they could better serve our customers. And by the end of the decade their website was letting the customers shop and get a helping hand 24/7.

Today they´re protecting more than 200 different types of electrical item, including state-of-the-art technology like virtual reality headsets, for millions of people in 14 countries.
That means they´re always helping to ensure homes around the world keep running smoothly.

Job description

The customer service team leader position is responsible for providing quality and efficient customer service to customers through the daily management of the in-house (Madrid) and outsourced team (Lisbon) of employees to include hiring, motivating, recognizing and rewarding, coaching, counselling, training, and problem solving.

Additionally, the position is responsible for assisting the manager with development, analyses and implementation of staffing, training.

Requirements

  • Provides daily direction and communication to the teams so that customer service calls are answered in a timely, efficient and knowledgeable manner.
  • Provides daily management and communication to the team manager and the team in Lisbon
  • Provides continual evaluation of processes and procedures.
  • Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
  • Provides statistical and performance feedback and coaching on a regular basis to each team member.
  • Writes and administers performance reviews for skill improvement.
  • Is available for employees who experience work and/or personal problems providing appropriate coaching, counselling, direction and resolution.
  • Ensures employees have appropriate training and other resources to perform their jobs.
  • Responds to and resolves employee relations issues expressed by team members.
  • Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level.
  • Assists the manager with daily operation of the call centre to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.
  • Collaboration with the International service team in process set up and new client contacts.
  • Works as a member/leader of special or ongoing projects that are important to area/process improvement.
  • Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
  • Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
  • Uses appropriate judgment in upward communication regarding department or employee concerns.

Skills

  • First line supervisory skills to manage a team.
  • Organised with a flexible approach.
  • Able to produce statistics and reports for the Department Manager as required.
  • To have the skills required to carry out a Team Leader role within their designated area.


Knowledge

  • Excellent understanding of our business targets.
  • Excellent understanding and use of company computerised systems, including but not limited to GENIO, IRIS, CRM.
  • Competent in the use of Microsoft packages in particular the use of spreadsheets and Outlook for email.

Experience

  • Experience of leading a team in a target driven environment.

Location

Madrid

Contact person

Luna Lente Leenders (Luna@recruit4.work)

Other details
Tel ES
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