Customer Service Team Leader
- Recruiter
- Confidential
- Location
- Douglas
- Salary
- 27000.00 - 32000.00 GBP Annual + Excellent Benefits Package
- Posted
- 18 Sep 2020
- Closes
- 06 Oct 2020
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Overview
Our leading Financial Services Client is seeking an experienced Customer Services Team Leader to support the transformation and the future growth of their business within the Customer Services function, so it can stand out for delivering market-leading service excellence for their customers and advisers.
Role Profile
* Responsibility for Maintenance in Back Office Operations, ensuring that client and adviser requests are processed within line with agreed processes, priorities, service levels and the code of conduct
* Ensure work items are processed in an accurate and timely manner to avoid delay and/or financial loss
* Set objectives for the team and to ensure that performance of individuals is managed appropriately to ensure targets are met (or exceeded) or appropriate action is taken
* Manage the team in line with the company's values, policies and code of conduct, ensuring that all team members conduct themselves in an appropriate way at all times
* Ensure that any change to processes, the overall team or the wider business as a whole are communicated proactively, and clearer understood by team members
* Ensure that appropriate controls exist within the team to mitigate risk and to ensure consistent positive outcomes for customers
* Maintain MI to accurately report the team's position in terms of outstanding items and vs service level. Al use this data to forecast demand vs supply and highlight any concerns
* Ensure that errors are recoded and use feedback loops to identify opportunities for continuous improvements
* Ensure that you put the customer at the heart of everything you do in line with the Company values
* Ensure a high quality of service is maintained and that legislative, customer and Company requirements and standards are met within stated timescales
Person Profile
To ensure that this role is carried out to the desired level, the successful candidate should have the following skills and experience:
* Minimum 5 A* - C Grade GCSEs (including English and Mathematics) or equivalent - essential
* Excellent people management / team coaching and leadership skills
* Confident to deputise in the Manager's absence
* Understands and meets the needs of the customer
* Excellent organisational skills and ability to meet tight deadlines in an environment with competing priorities
* Excellent written and verbal communication skills
* "Can Do", proactive attitude
* Diligent and conscientious in the accuracy of their work, excellent attention to detail
* Ability to operate in a fast paced, dynamic environment and able to work under pressure
* Ability to solve complex problems quickly and decisively
Desirable:
* Life Office Administration FA1
* Certificate in Administration
Our leading Financial Services Client is seeking an experienced Customer Services Team Leader to support the transformation and the future growth of their business within the Customer Services function, so it can stand out for delivering market-leading service excellence for their customers and advisers.
Role Profile
* Responsibility for Maintenance in Back Office Operations, ensuring that client and adviser requests are processed within line with agreed processes, priorities, service levels and the code of conduct
* Ensure work items are processed in an accurate and timely manner to avoid delay and/or financial loss
* Set objectives for the team and to ensure that performance of individuals is managed appropriately to ensure targets are met (or exceeded) or appropriate action is taken
* Manage the team in line with the company's values, policies and code of conduct, ensuring that all team members conduct themselves in an appropriate way at all times
* Ensure that any change to processes, the overall team or the wider business as a whole are communicated proactively, and clearer understood by team members
* Ensure that appropriate controls exist within the team to mitigate risk and to ensure consistent positive outcomes for customers
* Maintain MI to accurately report the team's position in terms of outstanding items and vs service level. Al use this data to forecast demand vs supply and highlight any concerns
* Ensure that errors are recoded and use feedback loops to identify opportunities for continuous improvements
* Ensure that you put the customer at the heart of everything you do in line with the Company values
* Ensure a high quality of service is maintained and that legislative, customer and Company requirements and standards are met within stated timescales
Person Profile
To ensure that this role is carried out to the desired level, the successful candidate should have the following skills and experience:
* Minimum 5 A* - C Grade GCSEs (including English and Mathematics) or equivalent - essential
* Excellent people management / team coaching and leadership skills
* Confident to deputise in the Manager's absence
* Understands and meets the needs of the customer
* Excellent organisational skills and ability to meet tight deadlines in an environment with competing priorities
* Excellent written and verbal communication skills
* "Can Do", proactive attitude
* Diligent and conscientious in the accuracy of their work, excellent attention to detail
* Ability to operate in a fast paced, dynamic environment and able to work under pressure
* Ability to solve complex problems quickly and decisively
Desirable:
* Life Office Administration FA1
* Certificate in Administration