Working within the management team to lead, coach and deliver extraordinary customer care for two clients: Selfridges and the NHS. Key Responsibilities and duties:Performance management of up to 15 FTE – motivation through coaching, performance reviews, probation reviews and monthly one to ones, delivering quality assurance feedback, Administrative duties - payroll, note-taking, documented conversations, customer data management, office management.Liaise with Work Force Management regarding rota’s, shifts, breaks etc. to maximise adherence and productivity. Absence management using HR policies and procedures. Providing training sessions to up-skill staff across the campaign. Resolve inbound and outbound escalated customer complaints and queries.Deliver effective communication and updates through daily huddles, team meeting, and various business media to ensure agents are engaged and informed. To communicate clearly with all colleagues and stakeholders, across all media, ensuring colleagues feel supported and respected at all times. Ensure self and all team members are equipped to use all tools and systems to maximise efficiency and drive KPI improvements.