Customer Service Team Leader Case Handling Team
Do you have experience of managing customer complaints within the financial services industry? Would you like to work for an international company with a great working environment that offers fantastic benefits? Think Specialist Recruitment is pleased to be recruiting a Team Leader to manage their Case Handling team. We are looking for candidates with people management skills, a keen eye for detail and an ability to provide operational support. Candidates MUST have complaint handling and team leader experience from a financial services environment.
As the person overseeing the management of escalated complaints and queries, it's imperative that this person has a strong understanding of FCA regulations.
Hours: Monday to Friday 9am - 5pm
Overview of duties:
- Providing operational support to the senior staff to ensure the smooth running of the team
- Identifying the cause of process issues and working on improvement projects to resolve
- Facilitating team meetings
- Performance management of team members
- Working across departments to resolve potential issues
- Setting, monitoring and managing of team service levels
- Handling any highly escalated cases/complaints according to the FCA guidelines
- Working with the training manager to develop high impact training for the team
- Work allocation for team
- Managing resource levels at peak times
- Identifying team and individual development needs and assisting with the development process
- Knowledge of the FCA guidelines
- Handling queries in a regulated financial services environment is essential
- Enthusiastic and Energetic
- Excellent problem-solving skills
- Strong team development and management skills
- An analytical mindset with the ability to apply this to data
- Resilient with a positive outlook and ability to motivate yourself and others
- Strong attention to detail
If you have the relevant experience and would like to be considered for this role, please apply now and we will be in touch with shortlisted candidates ASAP.
Looking for the next step in your career? Think Specialist Recruitment. Think Specialist Recruitment is an independent support staff recruitment agency based in Hemel Hempstead and working across the Herts, Beds and Bucks area. We specialise in permanent, temporary and contract recruitment with areas of expertise including: administration, customer service/call centre, PA/secretarial, human resources, accountancy and finance, sales admin/sales support, marketing and IT Helpdesk/IT support.