Team Leader

  • Location
    Stockton-On-Tees, Durham
  • Salary
  • Category
    Sales & Retail - Customer Service Manager
  • Job type
  • Industry
    Office and Secretarial
  • External Reference

Atos is a global leader in digital services and provides Cloud Computing, Software & Systems Integration, Big Data & Security solutions within multiple sectors.

As part of the service offering to their clients, Atos provide world class customer support solutions.

We have an exciting Customer Service Team Manager opportunity working at Atos. We are looking for candidates with Team Leader experience, who can provide excellent customer service.

The Job- Customer Service Team Manager

The Customer Service Team Manager role is vital in providing excellent customer service. Responsible for the day-to day running of the department and the performance against key Service Level Agreements (SLAs). Team leaders will have sole responsibility for the performance of their team and accountability for quality, absence, productivity and overall performance of their team. In addition to this they will also operate across the wider CS team on key tasks.

Outside of the Customer Service department Team Manager will also be expected to form strong working relationships with colleagues from impacted areas of the business.

Whilst maintaining standards within Customer Service, team leaders will also assume a responsibility for continuous improvement within the department, striving for better processes and customer service.

Your duties will include:

  • Responsibility for performance management, absence management, career development, employee engagement and all disciplinary and/or grievance matters arising in the team.

  • Effective management and deployment of employees to ensure that deadlines and targets are met within agreed timescales

  • Ensuring that medical, administrative, accommodation and IT resource utilisation is maximised to schedule examination appointments to achieve all targets.

  • Producing and making active use of statistical data and work management reports to effectively manage workloads

  • Provide performance reports/ data as and when required

  • Support the Employee Support Manager in building and maintaining positive customer relationships

The Details

Full time 37.5 hours per week. Shifts will be on a rota basis between the hours of 8am and 8pm Monday to Friday and 9am - 5pm Saturday with a 30-minute lunch

Rate of pay is £24,480 per annum (paid weekly through Adecco)

33 days Annual Leave - after 12-week service

Long term (ongoing) contract via Adecco with permanent opportunities

Excellent training and support to develop and progress in the company

Easy online timesheet system with weekly pay

Site located centrally with excellent bus and rail links

We are looking for people who have…

  • Excellent interpersonal skills.

  • Ability to develop good relationships with customers and colleagues

  • Strong analytical skills

  • Ability to organise and prioritise work in an effective manner

  • Ability to work under pressure

  • Self-motivation and the drive for excellence

  • Excellent team player

  • Ability to keep an open mind in terms of the claimants and their behaviour

  • Manage multiple teams with a variety of job content and performance targets

  • Positive attitude, personal drive to achieve and exceed targets and support others in achieving targets

  • Ability to work unsupervised and use initiative

  • Adapts to changing circumstances and new information that affects goals and plans; can play several different roles simultaneously according to the specific situation; smoothly adapts to ways of working within a new (customer) environment; experiments with new ways of doing things; takes a positive approach to dealing with change

  • Flexible and adaptable attitude: willing to undertake other ad hoc duties as required e.g. supporting other teams / cover team leader duties etc.

  • Innovative thinking and ability to inspire team

Security Clearance

Supporting Atos most important clients means that security is always a priority. All applicants will be required to pass a security check to take up an assignment as Atos. Please advise us if any of the below apply to you:

  • You have any unspent convictions on your record (including driving offences)

  • You are currently serving a driving ban

  • You have a spent conviction, a previous caution or other recorded incident with the police

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser

To speak to a recruitment expert please contact Natalie Bell