1. Please give an overview of your role and what this involves on a day-to-day basis:

I am responsible for leading the Customer Service team at Flowtech. The team is made up on 12 direct reports. 9 of which are based in the Skelmersdale office and we have recently hired 3 team members in our Oldbury office. My responsibilities include staying close and monitoring the data to measure the team against the set KPI’s. I have regular coaching sessions with the team to identify any knowledge gaps and try and develop their understanding and knowledge of processes. These coaching sessions are important so the team know where they sit. Knowing area’s they excel in and also to identify area’s for improvement. I plan out rotas to ensure we have as much service cover as possible. I do weekly comms sessions to update the team on any changes within the business and acknowledge the teams’ achievements. I delegate tasks and try and support the team wherever I am able to. I look after admin type queries that come into our team, example – opening new accounts and account maintenance.

8/10

2. Have you learnt any new skills or developed existing skills?

I have learned more about building relationships, communication styles, how to have an efficient operating rhythm. have developed my skills in delivering value add coaching sessions with the team and the importance of feedback, both positive and for area's to improve. I also done a 360 feedback form to better understand myself and how other perceive me.

8/10

3. To what extent do you enjoy your programme?

I find my programme really beneficial. I find I learn new things on every session I take part in and as they are group sessions its really useful to hear other peoples point of view and be part of a discussion. My tutor is always on hand for support whenever needed.

9/10

4. How well organised/structured is your programme?

The organisation is great. My tutor ensures everything is in the diary in advance so I always know when something is coming up.

10/10

5. How much support do you receive from your employer?

I have great support from my direct line manager

10/10

6. How much support do you receive from your training provider when working towards your qualifications?

My tutor is always on hand whenever needed. When I email him, he always comes back to me in a timely manor.

10/10

7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?

I have found this really useful as this is my first leadership role. I take away alot from each session I attend

10/10

8. Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)

We do things as a team, go out for lunch ect.

7/10

9a. Would you recommend Flowtech to a friend?

Yes

9b. Why?

Always feel supported

10. What tips or advice would you give to others applying to Flowtech?

Have a positive can do attitude.

Customer Service Team Leader Review

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