Customer Service Team Leader Review

I manage a team of Customer Service Officers, insuring that they get the development they need to perform their role and be their best selves. I allocate work and ensure that our service standards are met and that we are compliant at all times. I conduct 1-2-1's and appraisals and monitor performance.

Yes, I have learnt a lot from the course. I've developed Emotional Intelligence, building relationships and communication skills and I also learnt about project management, of which, I had no previous knowledge of.

I enjoyed it better than I thought I would. I think the key element is being able to balance your work, personal and study time. If you can do this, then you'll enjoy the experience more.

It has a good structure to it, you know beforehand what you're going to cover and you're given workbooks to study and refer back to, which are very comprehensive.

I received a great deal of support and was given the time I needed to spend time on the course and giving a lot of encouragement from my line manager.

They were there if I had any questions.

It's given me a greater awareness on how to manage a team and what I learnt was very relevant in my role. It covered problem solving, conflict management, self-awareness and motivational skills, all of which I feel I have improved on.

Not at the moment because of Covid19, but there are some occasions outside of Covid that gives us a chance to socialise.

Yes

Optivo is the best organisation I've ever worked for. They are inclusive and diverse and treat their employees really well. They offer a lot of benefits and really look after the welfare of everyone.

Be honest, be yourself and be prepared. Do some research on the company, look at the job profile and think about how you meet the job criteria. You would normally be given a Competency based interview, so always bring examples of what you've done to the table and the outcome and impact of any situations you've encountered or resolved.