Customer Service Team Leader Review

My role involves leading a small customer service team and developing them to deliver world class customer service. As a supervisor, I coach, encourage, motivate and look after their welfare. I am responsible for the smooth running of this department. In my role I have a small amount of admin and planning to do as well as being operational with the team.

In my apprenticeship so far I have been analysis emotional intelligence and how this can help me become a better leader. The course content is very interesting and there's even been opportunities for the team to become involved, providing valuable feedback to me on my performance. By the end I will earn a qualification to further help my career.

I am really enjoying the programme so far. My work has been supportive in ensuring I get enough time each week to work on the tasks. It's been a long time since I did any learning and I am enjoying using my brain again. My tutor is so supportive!

We use a system called Bud where all the tasks can be downloaded and then uploaded once gone. I received an induction with a thorough walk through on how to use this and the tutor is always available on email or through Bud. Meetings are on teams and easily accessed.

My manager has been very supportive of me taking time out of my working week to complete this course. I have plenty of opportunities to shadow my manager and I am confident that any further support I need will be provided. The management team have really supported me to do this.

My tutor is very active and replies quickly to emails. He marks submitted work promptly and we meet once per month to discuss my progress. He is full of encouragement and helps put me at ease. I am really enjoying doing this qualification and I feel he has a lot to do with this.

I have already begun to apply my learning to my existing role, the theory of leadership, management and emotional intelligence is really helpful when dealing with difficult issues arising with the team. My team helped to rate me for my Johari window and it was fascinating to see which words they chose to describe me.

We have plenty of company events to become involved with here. Some are social, some are for the community. I often organise social events for my team for bonding and relaxation. I am a dementia champion and provide training for others on Dementia. We have a wellbeing room where staff can relax, play pool and table tennis. We also encourage our team to take wellbeing walks. When I am not working I am often spending time with my family, my children and dog.

Yes

The company have supported me to enhance my knowledge by allowing me chance to do this course. My immediate manager is very engaged with my development and always gives me feedback on my performance. As Savills is a large company, I feel there may be plenty of opportunities for the future.

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