Role Profile: Human Resource Customer Support Team Leader

Role overview

As an integral part of the HR Service, our Customer Support Team Leaders are responsible for providing direction, instruction and guidance for a team of Customer Support Advisors. The Customer Support Team operates multi-channel interaction with BAE Systems employees and suppliers.

Key responsibilities and accountabilities

• Managing and monitoring of the team performance to ensure service performance measures are achieved.
• Supporting, leading and coaching individuals within the team.
• Completion of team performance and development reviews.
• Completion of return to work absence interviews.
• Champion and support the implementation of change within the team.
• Complete monthly team quality checks
• Forecast and manage weekly team rota and team annual leave allocations
• Build and develop effective relationships with colleague groups including internal HR, Shared Services and wider external BAE business
• Ensure operating procedures and process standards are adhered to, including (but not limited to), internal call quality measures, data protection and confidentiality guidelines.
• Support and drive continuous improvement and implementation of new processes both within the HR Support team and HR Shared Services
• Act as an ambassador for HR Shared Services and display desirable behaviours
• Assist or host visits from internal service providers and corporate visits from both prospective and existing customers.
• Flexibility to work both out of hours and across BAE Systems sites, within reason, as required.

Skills & Knowledge required

Essential

• Proven ability to lead, coach, motivate and manage a team to achieve the highest standards of performance and accuracy.
• Experience of working within a Contact Centre environment with managed multi-skilled teams, high volume processing and customer interaction
• Excellent communication skills and attention to detail
• Self-motivated, enthusiastic with a positive attitude
• Good proven IT skills, in particular MS Excel and MS Word
• Prepared to work flexibly to support team members
• Ability to work under pressure

Desirable

• Personal credibility and professional confidence
• Experience of continuous improvement
• Relationship building and influencing skills
• Familiar with HR policy and practice
• Ambition to progress and build a long term career
• Able to build excellent relationships and influence the customer

Reporting Line HRS Customer Support Team Manager

Location Fulwood, Preston

Matchtech acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers and is part of Gattaca Plc.

Gattaca Plc provides support services to Matchtech and may assist with processing your application.