We are is currently recruiting an experienced Team Lead for our Client`s Contact Centre in Croydon.
This person will form part of a team delivering process support to applicants wishing to renew their UK Visa and/or other immigration application. As part of this role there will be face to face and/or telephone contact with applicants.
To be successful in this role you must be customer focused, innovative and committed to delivering the highest possible level of service. You will hold line management responsibility for a team of process assistants, and be the escalation point for non-standard events when required.
This post will require an individual who excels at delivering excellent customer service and can inspire teams to deliver a great service under challenging circumstances.
Responsibilities will include:
Ensure that their work conforms to the OISC Code of Standards as implemented in the IAS Manual, and other IAS approved policies and procedures.
Manage and schedule own/team work to required timescales and Service levels
To ensure that agreed processes/standards/timescales/Quality Requirements are adhered to
To motivate, lead and develop the team and encourage communication.
To act as main contact point and support customers/colleagues to resolve internal/external and escalated queries
To identify and implement improvements and manage improvement projects within own area
Keep up-to-date at all time with changes in Immigration law.
Able to lead and manage small teams. Providing coaching and mentoring as required
IT Literate with experience in Excel, Word, PowerPoint
Ability to set and achieve performance targets
Managing budgets resource budget (FTEs, overtime)
Strong communication skills, for both an internal and external audience
Effective team player who constantly displays commitment and flexibility
OISC Level 1 / 2 accredited
Experience in a UK visa immigration role
Experience of service delivery
Experience of delivering a service across multiple sites
Experience of managing transformational change
SopraSteria, European leader in digital transformation, provides one of the most comprehensive portfolios of end to end service offerings in the market: Consulting, Systems Integration, Software Development and Business Process Services. Sopra Steria is trusted by leading private and public organisations to deliver successful transformation programmes that address their most complex and critical business challenges.
Our Government team brings together a range of different skills, cultures and expertise and gives us an exciting opportunity to create compelling business growth in our market place with both existing and future clients.
We provide our clients with a variety of services including BPO, managed infrastructure services, infrastructure transformation, systems integration, applications development support and maintenance.
Sopra Steria is committed to establishing and maintaining a working environment which is free from discrimination and which values all employees as individuals. All employees and prospective employees are selected, recruited, trained and promoted solely on the basis of their skills and behaviour.
If you are interested in this position please contact Piroska Danyi on 02089181440 or email your updated CV