Customer Service Team Leader

Job Post London

Jobs Customer service

A full time permanent position for a team leader has become available due to internal promotion

Job Outline

To lead, and actively performance manage a team to deliver a set of agreed business objectives and outstanding performance. To ensure the team’s day-to-day servicing and administration of client insurance requirements is completed in a timely, technically accurate and cost effective manner, in accordance with the principles of Treating Customers Fairly and providing fair customer outcomes.

Principle Objectives and Responsibilities including the following, other objectives may be assigned:

Proactively coach and develop individuals to increase overall capability through using specialist knowledge and experience.
Manage referrals from team members offering technical coaching and guidance where appropriate.
To conduct the business of the Company at all times in a courteous and efficient manner and continually contribute to a culture where fairness to the customer is the central consideration
To ensure compliance with local procedures, customer service standards and external compliance regulations, e.g. FCA
Manage and control the flow of work to ensure that service standards are achieved and maintained.
The jobholder will be responsible for the effective implementation of all the Group’s procedures and policies in relation to the identification and management of potential conflicts of interest and for the fair treatment of customers, and will ensure adequate systems and controls operate to ensure that this is the case.
Support and drive performance to meet daily, weekly and monthly team targets
Encourage team members to identify gaps in existing client cover and provide solutions as appropriate (i.e. ensuring products are offered to the defined target market)
Ensure that staff appraisals and monthly 1-1s are carried out and documented in a timely manner
To ensure that all ongoing at desk coaching is logged for both the job holder and staff members who they are supervising in accordance with the Control Framework (e.g. Training & Competency requirements).
To undertake training in line with agreed objectives and keep up to date with technical, legal and market developments.
To ensure that any customer complaints are identified and handled strictly within the company’s complaints procedure.
To undertake any other task as may reasonably be required by the Company.
Key Performance Indicators

Maintain team quality and efficiency levels in line with the agreed service standards and QA KPIs

Ensure that all activity and account information is recorded, accurate and in line with company procedures

If applicable, meet/exceed team’s agreed Sales and Retention targets as defined by the business whilst maintaining high quality standards

Supervise and support less experienced team members and ensure Personal Development records are updated accordingly

Personal Development record to be maintained and brought to monthly one to ones and each Performance Review

Working hours are on a rota basis:

Week 1: Monday – Friday 9am-5.30pm

Week 2: Monday – Friday 10am-6.30pm

Week 3: Monday – Thursday 9am-6.30pm & Saturday 9am-1pm

The ideal candidate will have a proven background in leading a team of 10+ staff within a contact centre environment

Specific focus on coaching, leading and motivating a team is key in this role.

Any expertise within financial services is also a benefit

This company offers a fantastic career path, future opportunities to progress your qualifications. They are an industry leader in their field and award winners

ID #4942 Location London Industry Customer service Type Full Time Role Customer Service Team Leader Career Level Junior Presence Remote

Required Skills

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Salary & Benefits

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Full Time £21,000 /Year
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Company Information

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