Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Outdoor Planning and Service Team Leader role.
Rezi rewrites your resume against Global's job description. Free.
Tailor your resume to this Outdoor Planning and Service Team Leader role.
Rezi rewrites your resume against Global's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Outdoor Planning and Service Team Leader posting at Global — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Outdoor Planning and Service Team Leader posting at Global — free, in seconds.
About the Role
The Commercial Outdoor Operations team is focused on driving improvements to deliver excellent customer service. As a Team Leader, you will manage and develop a team of Outdoor planning and service executives, fostering strong relationships with sales and specialists to improve customer outcomes. This role involves planning, booking, preparing, and delivering campaigns, with a strong emphasis on customer support, coaching, and motivation.
Responsibilities
- Build and nurture strong working relationships with commercial teams, acting as a key representative.
- Work closely alongside the team to understand daily workload, team dynamics, and specialist relationships.
- Collect and analyse feedback from the team and customers, collaborating with sales managers to resolve operational challenges.
- Deputise for the Management Lead in their absence.
- Ensure the team consistently delivers high-quality service standards to all customers.
- Lead continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
- Monitor and assess the quality of customer contact responses, providing constructive feedback.
- Demonstrate proactive problem-solving skills when managing complex requests and escalations.
- Take ownership of escalated customer complaints, ensuring prompt resolution.
- Ensure your team is high performing and meets expectations for response times and query resolution.
- Manage an average of 30 emails per day while ensuring high-quality responses.
- Maintain a customer satisfaction rating of 3+ stars.
- Achieve a minimum of 95% accuracy in order processing.
- Support and lead by example, providing guidance and monitoring team progress to meet KPIs.
- Ensure effective and consistent communication within the team.
- Provide regular performance reports and feedback to the Management Lead.
- Safeguard data integrity by ensuring audit documents are maintained and Salesforce client/brand information aligns with industry standards.
- Conduct one-on-one meetings and address difficult conversations with professionalism and empathy.
- Identify and support team members' training needs.
- Develop and implement proactive processes that add value to customers.
- Analyse and deliver monthly KPI reports, identifying progress and challenges.
- Provide mentoring and training to upskill and support colleagues.
- Cultivate a positive team environment by exhibiting excellent soft skills and promoting collaboration.
- Lead by example, setting and maintaining high standards for the team.
- Think strategically about how to develop the Outdoor Planning function.
- Ensure the team has the right KPIs, tools, training and contact points to excel.
- Focus on the end goal and get things done.
- Collaborate with Commercial sales to drive commercial success.
Requirements
- Previous customer facing or Contact Centre customer service role experience for a minimum of 2 years.
- Ability to manage change effectively.
- Solution driven and confident in making decisions independently.
- Highly organised, able to multitask and meet deadlines/service level KPIs.
- Self-motivated and the ability to motivate and inspire others up to management level.
- Experience in Outdoor advertising and working with Specialists is essential.
- Experience of managing a small team of people is desirable.
- Flexible and adaptable to work in a fast-paced, changing environment.
- Can do attitude.
- Experience of working in a high-paced environment & communicating clearly at all levels.
- Customer focused with great customer service skills.
- Excellent communication skills and confident dealing with people.
- Ability to work collaboratively with colleagues to achieve goals.
- An understanding and ability to produce reports.
- Proficient in Microsoft Office applications.
- Minimum office attendance of three days per week.
Skills
- Leadership
- Customer service
- Team management
- Coaching
- Motivation
- Planning
- Booking campaigns
- Campaign preparation
- Campaign delivery
- Customer support
- Relationship management
- Problem-solving
- Data analysis
- Reporting
- Microsoft Office
- Salesforce
Location
- Onsite (minimum 3 days per week)
Work Type
- Hybrid
Experience Level
- Team Leader
- Management
About the Company
- Global thinks big, works hard, and never stands still.
- Proud home of the best media and entertainment, driven by talented and passionate people.
- Mission: To make everyone’s day brighter – Globallers, audiences, partners, and communities.
- Operates in studios, builds world-class technology, and secures Outdoor advertising partnerships.