Customer Service Team Leader - Out of Hours
Great opportunity for a Customer Service Team Leader to join the out of hours team of a leading Claims Management company based in Ipswich The successful candidate will need to be flexible on the hours/days they will be looking to work with the majority being in the evening and weekends.
Duties of Customer Service Team Leader
* Resource planning of department - careful planning of holidays, breaks, allowance for sickness, training, promotions, leavers/joiners to ensure an agent utilisation of 90% is maintained.
* To ensure all staff answer the telephone within 10 seconds and deal with calls as per their job descriptions.
* Lead the day to day operations within the department and drive improvements in performance through people
* Provide mentoring and seek to continually develop the technical skill and performance of team members
* Compiling and analysing Management Information to assist in ensuring customer service and team performance targets are monitored and corrective action if required is taken in a proactive manner.
Skills required for Customer Service Team Leader
* Keep professional knowledge up to date
* Ability to motivate and proactively coasch others
* Ability to work to deadlines and SLA's
* Approachable management style
* Ability to adopt a logical approach
* Basic knowledge of relevant legislation - Financial Ombudsman Service (FOS) and Financial Conduct Authority (FCA).
In return you will receive a competitive salary with excellent benefits and the opportunity to progress your career
Duties of Customer Service Team Leader
* Resource planning of department - careful planning of holidays, breaks, allowance for sickness, training, promotions, leavers/joiners to ensure an agent utilisation of 90% is maintained.
* To ensure all staff answer the telephone within 10 seconds and deal with calls as per their job descriptions.
* Lead the day to day operations within the department and drive improvements in performance through people
* Provide mentoring and seek to continually develop the technical skill and performance of team members
* Compiling and analysing Management Information to assist in ensuring customer service and team performance targets are monitored and corrective action if required is taken in a proactive manner.
Skills required for Customer Service Team Leader
* Keep professional knowledge up to date
* Ability to motivate and proactively coasch others
* Ability to work to deadlines and SLA's
* Approachable management style
* Ability to adopt a logical approach
* Basic knowledge of relevant legislation - Financial Ombudsman Service (FOS) and Financial Conduct Authority (FCA).
In return you will receive a competitive salary with excellent benefits and the opportunity to progress your career