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Deputy Team Leader, Customer Care


Job Title:

Deputy Team Leader – Customer


Customer Care


Reporting to:

Team Leader – Customer

Role Purpose

The purpose of this role is to support customer care Team Leader in a formalised
capacity and to have objectives that reflect a deputy role.

Role Responsibilities (Overview)

The deputy should support the Team Lead in his duties which include:

Build teams with a good working environment that are customer focused and motivated to provide a great customer experience and achieve service level goals

Coach and follow up CCR performance in a structured way and be present as an inspiring and coaching leader of the CCRs in their daily work.

Manage the performance of the team and individual members through regular coaching, call monitoring and feedback

Ensuring all individual team members have a complete understanding of KPls, goals and objectives

Addressing under performance in a timely and appropriate manner through improvement plans and/or disciplinary procedures (in conjunction with Human Resources)

Analyse, interpret, present and act upon complex data maximising MI reporting systems to proactively drive and achieve targets

Handle customer calls (from time to time) and complaints escalated from CCRs ensuring superior customer experience is achieved

Proactively contribute to the review and improvement of systems, processes and procedures within the department

Keep fully up to date with technical knowledge, processes and procedures relating to the campaign Organising shift patterns and the number of staff required to meet demand

Experience & Qualifications (Minimum Experience & Essential Knowledge)

  • Minimum of 2 years experience within a customer care environment
  • Leadership experience advantageous but not essential


  • Excellent written and verbal communication skills
  • Excellent written and verbal communication skills

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