Team Leader Review

My current role is a Team Leader in a call centre for EE which is a Telecommunications company. We specialise in helping customers who are moving home by providing customer service to help support them moving their broadband. I am responsible for coaching and managing advisers who take inbound calls.

The primary skills I have developed are around time management, with new methods learnt such as the Eisenhower Matrix. Additionally, I have learnt a lot around different coaching methods and principles in order to help improve the performance of individuals on my team through constructive feedback methods.

The course was for the most part enjoyable - it had a nice combination of practical group based discussions and workshops as well as theory and assignment writing. There was also the option to choose presentations in lieu of essays but I opted for the latter but appreciated the choice.

It was well organised - I was assigned a 1-1 tutor and the use of the Onefile portal to allow me to monitor all my assignment due dates, receive feedback and book onto classes and meetings with my tutor. I appreciated the centralised nature of how everything operated.

My employ was extremely supportive, granting me 20% of my monthly schedule to complete all the tasks. I was never refused any time and was given lots of flexibility in how I could use this time by choosing what days to complete the work and the option to work from home.

I received a lot of support from my provider, in particular my tutor was always available and quickly responded to any queries I had. All feedback I received was very detailed and it was clear what I needed to do when advised of any changes my assessments would require.

My qualification allows me to perform my daily role more efficiently by improving my time management skills, coaching, ability to have difficult conversations in a constructive manner and also helping my communication skills that helps me when delivering information either 1-1 to my team or to a group in our briefings.

There is no consistent extra-curricular activities that I am aware of but there have been events such as football tournaments on an annual basis that everybody has the chance to participate in. I am not aware of any networking events that my employer offers. We do have frequent engagement activities in the office space to celebrate important events such as Ramadan and Christmas that offer opportunities to socialise in the office.

Yes

I believe EE is an inclusive, welcoming place to work that is undergoing a lot of changes as we launch our "NEW EE" brand. This is an exciting time to work for the company and as we branch out into new markets it also offers opportunities for progression as well as job security.

I would say that it is important to come with a customer first mindset and the understanding of how having a great personal conversation with a customer can help to foster better relationships with our customers and be a brand advocate as we look to launch "New EE" this year.