JOB TITLE: Dutch speaking Team Leader
SKILLS: Fluent in Dutch. Team leader experience.
SALARY: £18K + depending on experience plus company benefits
LOCATION: Croydon

YOUR ROLE:

On a day to day basis manage a team of Customer Service Representatives, ensuring that Contact Centre targets and standards are maintained at all times.

YOUR RESPONSIBILITIES:
- To handle all inbound customer service contacts within agreed service levels as per the individual client
- To ensure that correct information is relayed to the Customer
- To adhere to company protocols and procedures
- To accurately input details on to the various databases, processing sales and fulfilling orders where relevant.
- To be responsible for the customer services team in the absence of the manager.
- To support training and coaching process within the team
- To assist the customer services manager in updating and developing the customer services procedures
- Take responsibility for escalated calls and queries
- Distribute work within the team and co-ordinate workloads to meet service levels
- Handling daily statistics accurately, compiling reports and updating all reporting and logging figures as agreed

YOUR KNOWLEDGE, SKILLS & EXPERIENCE:
- Previous Team Leader or Senior CSR experience within a Call or Contact Centre environment
- Previous experience in Customer Service environment
- Understanding of Call centre ACD applications and functions
- Ability to analyse statistical and performance information and data
- People management skills with experience of managing individual performance and knowledge of performance measures and tools
- Ability to multi-task and confident in dealing with deadlines and delivering to target
- Ability to set priorities and ‘think on their feet’ and remain calm under pressure
- Open and confident leadership style, being approachable and honest in dealing with all staff issues
- Be able to motivate and build team spirit
- Articulate , able to communicate at all levels (verbally and written)
- Competent Microsoft office skills
- Be able to add value and make a positive difference
- Be flexible to cover operational needs & demands
- Be able to work different shifts between the core hours of 0800 – 2000, Monday to Sunday on a rota basis.

COMPANY BENEFITS:

- Holidays commence at 20 days rising to 25 days with service.
- Contributory pension scheme – Company contribution 6%, employee contribution minimum of 3%
- Membership of Private Medical Insurance for employee
- Life Assurance 4 x annual salary
- Income Protection Insurance after 1 year’s service
- Interest Free Season Ticket Loan
- 30% Discount on travel insurance
- 20% discount on Lounge Pass


People First is a leading multilingual employment agency with a global network of offices in Europe, Australasia and North America. Thank you for your application and we will endeavour to respond to you as soon as possible. We would however like to make you aware that due to the high number of applications we receive, we are only able to invite for interview those candidates whose skills and experience most closely match the job description. Please note that it is the responsibility of candidates applying for this vacancy to make enquiries of the UK Government about any relevant immigration requirements, and any other conditions that must be satisfied by law for a worker taking up employment within the UK.