Your new company
You will join an award-winning financial services organisation, providing products and services to help modern families thrive.
Your new role
Customer Service Team Leader Location: Lynchwood (easy from the A1 on the western edge of Peterborough)
Monday to Friday with rotating shifts: 8:00-16:00, 9:00-17:00- or 12pm-20:009 Months contract
What you'll need to succeed
Experienced Team Manager
The ability to demonstrate tangible results in leading an operational team through a significant change.
Ability to create creative solutions and problem solve.
Transformation and change leadership capabilities.
Financial Services / CS operational experience working up to managerial level.
Ideally, an FSA Overseer with relevant insurance product experience.
Knowledge of Contact Centre WFM, workflow and telephony technologies.
Able to use procedures and controls required to identify, mitigate and manage risks, complaints, breaches and to protect client assets and support business continuity plans.
Experience of using and setting standards for quality of customer service and working towards delivering it consistently.Effective, engaging and professional communication skills. Utilise strong negotiation skills to facilitate change in line with service needs.Persuasive, proactive, flexible and able to apply creative solutions and effective planning to implement continual change and improvement in support of corporate objectives.Able to understand, analyse and improve customer journeys to enhance customer experience.
Ability to manage own and team time productively.
Ability to prioritise workload effectively.
Problem-Solving and Decision-Making.
Ability to work under pressure and make decisions.
Ability to anticipate and resolve problems.
Ability to provide clear management and direction to team members and communicate the business requirements to them
Dynamic, enthusiastic, involving, trusting, using a consultative style to inspire, engage and empower to deliver excellent team results. Desirable - experience of doing a platform migration.
Key accountabilities:
Manage team members' performance in line with the company's policies, expectations and values.
Ensure that the team maintains up-to-date regulatory, product and business knowledge through effective and engaging communication.
Work alongside peers to deliver business results, contribute to the implementation of strategic goals and innovate in line with the customer service vision.
Accountable for the quality results of all work completed by the team and supporting improvement through coaching, mentoring and training on a regular basis.
Identify and escalate any technical issues that arise in the team.
Mitigate risk.
Reduction of breaches and reportable complaints.
Improvement of quality.
Identify process improvements.
Support for projects and implementation of new initiatives.
Assessment through feedback and improvement in team skills.
Supporting and developing team members to develop highly effective and flexible teams.
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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