Team Leader - Southern Water

Key Performance Areas

Leadership and supervision

• Lead, coach, and develop a team of collections agents to achieve daily, weekly, and monthly targets.
• Monitor team performance and provide regular feedback and support.
• Ensure adherence to regulatory and compliance standards.
• Implement and optimize collections strategies and workflows.
• Handle escalated customer queries and resolve complex cases.
• Collaborate with Operations and Risk teams to improve processes and reporting.
• Conduct regular team meetings and performance reviews.

Client Services

• Ensure team performance is in line with our clients digital KPI’s
• May be required to attend client workshops to give effective feedback on opportunities to improve customer journeys and client services offered

Quality assurance

• Will ensure team perform in line with quality monitoring standards, achieving internal Quality benchmark as well as Customer scoring metrics
• Will understand Quality framework, in depth to ensure effective coaching can be delivered in both 1:1 and team-based sessions
• Capable of taking part in client and internal calibration sessions, demonstrating a strong understand of Customer Service, Digital Engagements, and the agreed Quality Framework
• Manages ongoing performance in line with Performance Management structure and Training & Competence scheme

Campaigns and products

• Ensures they are kept up to date and shares regular updates on client process and changes
• Is fully aware of client process and procedures to a standard that allows them to deal with customer queries
• Is capable of handling escalated customer queries.

Implementation of Guidance and Policy

• Implements, maintains, and manages the cascading of all relevant Capita policies & procedures to team members
• Reports all Health & Safety incidents to the Occupational Health and Safety Officer on site.

Professional Know-How:

Minimum Qualification: Matric (Completed)

Minimum requirements:

• 1 - 2 years Team Leader experience within Contact Centre / preferably sales driven environment
• Sales experience / Collections – Required
• Duty Manager / Service Performance and interval adherence management – Advantageous
• Knowledge of Contact Centre processes, methodologies, systems, and technologies

CAPITA VALUES

Implement and practice the Capita Values through practical application of the behaviors required as a VALUES champion and actively pursue our promise of a great experience again and the purpose of helping to enable others.

Key Competencies

Skills and Abilities (what must I be able to do / display):

• Empathy
• Leadership
• Relating and networking
• Strong administrative skills
• Persuading and influencing
• Creating and Innovation
• Coping with pressures and setbacks

Management/Supervisory Responsibility:

This position does have a supervisory responsibility. The successful incumbent will have approximately 12 Advisors reporting into them and will have to ensure that relevant information and data is cascaded as necessary to all stakeholders