Candidate Support Team Lead Role Overview
The Candidate Support Team is comprised of diverse and experienced professionals working remotely out of multiple locations. We are proud of our work-from-home, fast paced and data focused environment.
The purpose of this role is to lead our Candidate Support team to provide a consistent and excellent service to our external customers. Primarily, this will focus on responding to candidate requests through multiple channels, interdepartmental collaboration, onboarding new team members and recurrent training of the team and best practice guidance to achieve standardisation and continuous improvement.
Key responsibilities:
- Communicate departmental goals, objectives and targets to your team.
- Conduct regular 1:1s which ensures each team member understands their performance against the expected KPIs.
- Review team reporting metrics on a daily/weekly basis to identify areas of priority (e.g. acting on tickets close to breaking SLA).
- Ensuring all processes are written down and up to date, calling out opportunities for improvement.
- Investigating configuration errors within our CRM tool
- Provide induction training and plans for new joiners as well as recurrent training for established members of the team.
- Support team members with daily BAU tasks, such as tickets, when the workload requires it.
- Monitor team leave and absences effectively to ensure that sufficient staffing levels can be maintained to manage the anticipated workload.
- Be a point of escalation for your team when required, striving to resolve customer queries as efficiently as possible.
- Managing both inbound and outbound workstreams across multiple channels including live chat, phone and email.
Skills & Experience Required
- A passion for people management to grow your team members to thrive in their roles.
- Excellent organisational, time management and prioritisation skills.
- Experience in coaching, training and development.
- Strong attention to detail.
- Initiative and problem-solving skills that will enable you to handle or direct any escalations.
- Ability to delegate effectively.
- Complaint handling, preferably B2C, and the ability to work well under pressure.
