Fantastic Opportunity for a Customer Services Team Leader is available at a leading local financial Services Company
Hours : Mon-Fri 9.15 to 5pm and then following week Mon – Fri 8.30 to 4.15pm
Summary of Role
The Team Leader is responsible for assisting in managing a high level of administrative support services for the company's customers and field force, from initial contact through to the end of the contract terms. The Team Leader supports the Customer Services Manager in developing the team of 6-12 Administrators. The role holder will also contribute to changes effecting the customer services environment, as defined by the Chief Operating Officer, Customer Services Manager and/or business/regulatory requirements.
Key Responsibilities & Duties
Manage the day to day duties in accordance with agreed service levels
Review, monitor and maintains quality controls of the teams work, providing feedback
Identify and provide training required by the team
Regularly assesses the performance and behavioural competencies of team members
Reviews objectives and creates training and development plans
Deals with customer complaints Continuously improves and automates administration processes
Ensures procedures are up-to-date and fit for purpose
Works within agreed process and payment authority levels
Manage business practises, processes, changes and risks
Completes administration tasks as and when required
Knowledge, Skills & Experience
2 years' customer service Team Leader experience, ideally within a financial services environment
Achieved or willing to undertake a Level 3 award in Financial Administration
Strong written and oral communication skills
Experience of planning, monitoring and controlling work
Experience of motivating, coaching and developing a team
Good organisation skills and ability to prioritise to meet business deadlines
Good interpersonal skills
Able to identify and assess risk in a customer services environment
Benefits :
Pension Plan
Bonus
Flexible/Hybrid working
Staff Savings
Other Competitive Benefits