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Customer Accounts Team Leader
4 months ago
About The Role
As the Customer Accounts Team Leader, your role is crucial in ensuring customer satisfaction while collecting customer debt and enhancing your team's efficiency. Your main tasks include supervising the daily operations of the Customer Accounts Department, managing a group of seven customer accounts analysts, and conducting regular one-on-one sessions and appraisals to track their progress and create personalized development plans. By setting performance targets, overseeing goal achievement, monitoring key performance indicators (KPIs), and offering consistent feedback, you will guide your team in enhancing service quality and upholding exceptional customer care standards.
In this role, you will support the Customer and Agency Manager in all activities within the Customer Accounts function and cover all aspects of the manager’s role, including but not limited to, forecasting and budgeting, ensuring robust processes are in place to allow accurate evaluation of debt position and bad debt exposure. You will also handle escalated customer issues requiring higher-level attention and expertise.
As a team leader, you will promote positive working relationships with various functions and external parties, including Benefits Agencies, Customer Services, and Stopped Allowance. Your responsibilities involve arranging and overseeing regular cross-functional meetings, offering input on existing dashboards, and identifying enhancements to ensure the seamless operation of cross-functional procedures.
About You
We are a department with diverse members seeking individuals with proven experience in team management. The ideal candidate will possess the ability to analyze key reporting data accurately, provide recommendations for future forecasting and budgeting, and have a thorough understanding of customer accounts processes and their interactions within the broader business and with key stakeholders. Furthermore, the candidate should have the motivation to inspire their team to reach both targets and personal objectives. Managing a variety of individuals from different backgrounds will require adapting leadership styles to meet their unique circumstances and needs with empathy and understanding. Effective communication with senior management to address team or personnel concerns is also essential.
Minimum criteria:
- Experience in people management
- Strong communication and comprehension abilities
- Capacity to collaborate effectively
- Skill in motivating a team towards a shared objective
- Effective administration, organization, and planning skills
- Ability to think ahead to anticipate and address issues proactively
- Proficient in Microsoft packages such as Excel, Alfa, Genesys, and familiar with OAS
