Vacancy details

UK | Edinburgh

This vacancy is now closed




We provide customer support services for many different clients and if that doesn’t sound exciting to you, we can assure you it is! We challenge you to come and work for us in a multilingual, fun environment, where we communicate daily with people all across the UK and Europe!


We operate 8am to 6pm, Monday to Friday. However, this may change, and a degree of flexibility may be required.


What we can offer you...


40 hours contract

Learning and development opportunities

Career prospects within the team and company


The purpose of the job is to ensure the provision of quality customer service support to the customers of SYKES clients. This will be accomplished by the motivation and first line management of the Customer Service Representatives as well as all other approved resources necessary to meet specified service levels.


If you feel you would like to be part of this team and you are ready to show your best talents, please read on:




  • Gain the commitment of employees to the company goals and objectives
  • Communication of company policy and procedure to staff and ensure that they are adhered to
  • Communication of performance goals and measures to staff and provision of regular and constructive feedback via PEP feedback sessions and Performance Reviews in line with agreed processes and timescales
  • Motivation, monitoring, calibration, coaching, training and development of employees as required
  • To identify and implement any staff training needs
  • To provide counsel where there is performance or conduct issues and, in conjunction with the HR department, to take appropriate disciplinary action where required, in line with the company policy
  • Ensure that agents have the knowledge, skills and equipment required to carry out their function effectively and efficiently and escalate any issues where appropriate
  • Ensure effective recruitment of appropriate staff to the team, including conducting interviews and liaison with the recruitment agency
  • Development and implementation of employee work schedules, including breaks, holidays and off-line time
  • Resolution of any escalations which occur in line with the agreed procedure
  • Meet or exceed account performance measures e.g. abandon rates, average talk times etc. for the team
  • Ensure client satisfaction on quality and service levels


Planning & Organising


  • Ensure that the team is sufficiently staffed through effective scheduling to provide a quality service for the clients
  • Organise training and coaching for staff
  • Plan the monitoring of staff performance
  • Plan the regular feedback to staff of their performance via appropriate methods, e.g. PEP feedback sessions


Decision Making


  • The post holder will have to make various decisions relating to the performance and conduct of staff in their team
  • The post holder will have to resolve staffing issues to ensure that service levels are met or exceeded
  • The post holder will make decisions relating to customer service issues




  • Minimum supervision is required but is readily available
  • On a daily basis calls are monitored to provide information relating to the individual’s performance




  • Internally: Account Managers, team members and colleagues, Local IT department, Human Resources department
  • Externally: Customers and Clients (where appropriate)




  • Educated to at least HND level or equivalent qualification / experience
  • A strong sense of business acumen
  • Excellent communication skills both written and verbal
  • Management and interpersonal skills
  • Report writing and analytical skills
  • Ability to identify problems, collate data, establish facts and draw conclusions
  • Proficient with spreadsheets and word processing software
  • The ability to stay calm in a crisis


Subject to Disclosure Scotland background check, sanction screening and credit check.