TFL Jobs – Team Leader

Job Description:

The Business Services Customer Support (BSCS) Team Leader will be responsible for overseeing the successful delivery of Customer Support services across a range of queries in Human Resources and Finance, that the newly formed, Business Services Function (BSF) supports. This role sits under the Customer Support team in BSF and would lead a team of Call Advisers (circa 9 to 10 FTEs) in providing support and timely resolution to user queries via phone and email. The BSCS Team Leader will serve as a point of contact for escalations and to ensure timely resolution of such matters. As part of the role, the BSCS Team Leader will identify opportunities to optimise Customer Support operations and work with Continuous Improvement team to look at potential delivery solutions

Job Responsibilities:

• Oversee Customer Support operations to ensure that established performance metrics and KPIs are met
• Review the Customer Support metrics to identify call behaviours and improvement to customer service
• Responsible for collating Customer Support performance content for the respective governance forums
• Manage the development of good customer service practices and oversee the embedding of these, into Customer Support operations
• Identify training needs for the Customer Support team and support in developing and actioning training plans
• Listen to calls taken by Call Advisors and provide timely feedback
• Ensure appropriate staffing of Customer Support to cater for peak volumes and troughs etc.
• Manage performance and development of a team
• Deal with escalated calls or queries and ensure full resolution
• Contribute to and deliver improvements that support the continuous improvement of processes and controls within the Customer Support team, adopting TfL’s best practices where possible

Job Requirements:

• Excellent communication skills
• Demonstrates understanding of a shared services environment
• Experience of working in a business/shared services environment
• Good awareness of TfL and an ability to navigate the organisation
• Good people management skills to appropriately motivate, coach and mentor Call Advisors
• Experience in managing a team of Call Advisors
• Strong knowledge of Customer Support telephony software and case management system
• Good understanding of measuring, monitoring and optimizing Customer Support operations
• Good knowledge of typical HR, Finance, Procurement & Supply Chain activities delivered from a shared services/ business services environment
• Strong knowledge of good practices around managing a function in a Business Services organisation

Job Details:

Company: TFL

Vacancy Type:  Full Time

Job Location: London, GB

Application Deadline: N/A

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