Client Services Team Leader

2 months ago

Darwen, United Kingdom Towergate Health & Protection Full time

**Client Services Team Leader - Darwen - ARDGX844751**

The role of the Client Services Team Leader is to manage and support a Client Services Team in providing exceptional servicing to a portfolio of clients.

You will be the first point of contact for the team and will be expected to have the skills and knowledge to understand and resolve any issues that should arise.

Our Client Services Team Leader needs to be able to distinguish and work within the boundaries of non-advised queries and to work within our Compliance Guidelines, Data Protection, FCA Guidelines and Treating Customers Fairly.

**Duties and responsibilities**:
The job holder will provide a service, confining advice and information to those areas in which the job holder is deemed competent, otherwise seeking advice as appropriate.

The role will include but not limited to:

- To understand and ensure the client services team are following the Target Operating Model (TOM).
- To ensure that the client services team are adhering to all processes and Service standards assigned to them.
- To maintain and develop our in-house computer system (Organise IT) and ensure the completeness and accuracy of the data within it.
- To perform spot checks each month in line with agreed checklists and Service standards.
- To deal with HR issues that arise within your team with the support of your line manager.
- To be responsible for monthly 121s, midyear and annual performance reviews with your team.
- To be responsible for signing off annual leave ensuring there is adequate cover for the existing team.
- To be responsible for managing absence as appropriate.
- Ensuring proactive recruitment - interviewing, note taking, processing applicants via Towergate Portal, confirming offers and onboarding new staff members.
- Effective management of leavers process within team.
- Monitor and maximise the performance of your team to ensure excellent service provision and retention of clients.
- Drive the engagement of the team through proactive two-way communication, teamwork and collaboration.
- To motivate and encourage the culture of putting the client at the forefront of everything we do
- To work as part of Client Services Management Team to support the department goals & also other departments as and when relevant.
- To ensure that there is a level of understanding the industry and products relevant to role.
- Maintain own self development and where possible attend staff training arranged by Sales/Client Services Team & recognise the need for training within own team.
- Develop, maintain and cultivate a constructive and professional relationship with Sales Consultants, Clients and Insurers at all levels.
- Be prepared to work outside contracted hours if workloads and business requirements necessitate.
- Undertake any additional work as and when required.
- Attend internal and external meetings with Insurers and product training as required.
- Periodically attend client meetings with Sales Consultant.
- Provide a proactive professional telephone handling service for both internal & external calls including insurers, clients and Towergate colleagues.
- Receiving complaints and escalating as appropriate.
- Manage workloads including delegation of work to team.
- Co-ordinate the team on any non-portfolio work streams such as mailbox rota.
- Provide technical support & guidance for team members.
- Provide training for new starters and existing team members where required.
- Be an escalation point for the team and be on hand to support with client queries at all times.

**General Responsibilities**
- To assist team performance by regular communication with colleagues and manager to establish and raise concerns and provide solutions.
- To ensure compliance with local procedures, customer service standards and financial and Industry compliance regulations and legislations.
- To undertake training in line with agreed objectives. Keep up to date with product and technical developments as required in this role.
- Proactively drive own development by seeking to improve and demonstrate technical and industry knowledge, including study for industry accredited examinations and attendance on identified Towergate sponsored courses as well as on going desk-based training.
- To pro-actively seek, recommend improvements to processes and service, participate fully in the implementation within the team and be an advocate for change
- To undertake ad hoc work as may reasonably be required by the company.

The foregoing is not an exhaustive job description, it does, however, highlight what will be your principal responsibilities.

You will be welcomed and supported by our Ardonagh family and be joining an organisation that cares about you as a person and your wellbeing. Some of the other benefits are:

- Holiday entitlement of 26 days plus bank holidays
- Opportunity to progress your career across the entire Ardonagh family
- Gain CII or ACII qualifications to boost your knowledge and car

  • Team Leader

    2 weeks ago

    Darwen, United Kingdom 24-7 Recruitment Services Full time

    Position: Team Leader Location: Darwen, Blackburn Salary: £13.80 per hour (Mon-Fri), £17.25 per hour (Saturday), £20.70 per hour (Sunday) Hours: 47.5 hours per week (Various Shifts, over 5 days)Are you looking for a hands-on role where you can make a real difference? Join our team as a Team Leader and Plant Operative!Our client is a leading recycling and...

  • Team Leader

    2 weeks ago

    Darwen, United Kingdom 24-7 Recruitment Services Full time

    Position: Team Leader Location: Darwen, Blackburn Salary: £13.80 per hour (Mon-Fri), £17.25 per hour (Saturday), £20.70 per hour (Sunday) Hours: 47.5 hours per week (Various Shifts, over 5 days)Are you looking for a hands-on role where you can make a real difference? Join our team as a Team Leader and Plant Operative!Our client is a leading recycling and...

  • Team Leader

    2 weeks ago

    Darwen, United Kingdom 24-7 Recruitment Services Full time

    Position: Team Leader Location: Darwen, Blackburn Salary: £13.80 per hour (Mon-Fri), £17.25 per hour (Saturday), £20.70 per hour (Sunday) Hours: 47.5 hours per week (Various Shifts, over 5 days)Are you looking for a hands-on role where you can make a real difference? Join our team as a Team Leader and Plant Operative!Our client is a leading recycling...

  • Team Leader

    1 week ago

    Darwen, United Kingdom 24-7 Recruitment Services Ltd Full time

    Position: Team LeaderLocation: Darwen, Blackburn Salary: £13.80 per hour (Mon-Fri), £17.25 per hour (Saturday), £20.70 per hour (Sunday)Hours: 47.5 hours per week (Various Shifts, over 5 days) Are you looking for a hands-on role where you can make a real difference? Join our team as a Team Leader and Plant Operative! Our client is a leading recycling and...

  • Customer Service Team Leader

    3 months ago

    Darwen, United Kingdom Towergate Health & Protection Full time

    **Customer Service Team Leader - Hybrid in Darwen** We’re excited to announce an opportunity for a talented Customer Service Team Leader to join our Darwen office, thanks to an internal promotion. Our office has convenient transport links and free onsite parking. This pivotal role, reporting to our Head of Client Services, offers the flexibility of hybrid...

  • Service Desk Team Leader

    3 months ago

    Darwen, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

    As a leading NHS Payroll provider, we require an experienced Service Desk Team Leader to join our team. If you have the ability to work on your own and be committed to team working then this could be the perfect role for you. If you think this is the job for you and have strong customer service and exceptional keyboard skills, we would love for you to...

  • Service Desk Team Leader

    2 months ago

    Darwen, United Kingdom Northern Care Alliance NHS Group Full time

    The Northern Care Alliance NHS Foundation Trust (NCA) brings together staff and services from the former Salford Royal NHS Foundation Trust and The Pennine Acute Hospitals NHS Trust. The sheer size, scale and potential of our combined service is huge. Together, we’ve a wealth of skills and resources to share and tap into and, a wide range of career paths...

  • Team Leader

    4 days ago

    Darwen, Lancashire, United Kingdom 24-7 Recruitment Services Full time €14

    Position: Team Leader Location: Darwen, Blackburn Salary: £13.80 per hour (Mon-Fri), £17.25 per hour (Saturday), £20.70 per hour (Sunday) Hours: 47.5 hours per week (Various Shifts, over 5 days) Are you looking for a hands-on role where you can make a real difference? Join our team as a Team Leader and Plant Operative! Our client is a leading...

  • Team Leader

    4 days ago

    Darwen, Lancashire, United Kingdom 24-7 Recruitment Services Full time €14

    Position: Team Leader Location: Darwen, Blackburn Salary: £13.80 per hour (Mon-Fri), £17.25 per hour (Saturday), £20.70 per hour (Sunday) Hours: 47.5 hours per week (Various Shifts, over 5 days) Are you looking for a hands-on role where you can make a real difference? Join our team as a Team Leader and Plant Operative! Our client is a leading...

  • Residential Children’s Home Team Leader

    3 months ago

    Darwen, United Kingdom Helm Care Services Full time

    **Job Title**:Residential Children’s Home Team Leader **Reports To**:Registered Manager **Location**:Chorley **Sign Up Bonus**:£1,500 **Salary**:£13.00 - £16.00 PH. **Monthly Attendance Bonus**:£150PM **Hours**:37.5 Hours Per Week Monday to Sunday 3 Shifts Per Week **Make An Impact That Matters** We are currently seeking a Children’s...

  • Team Leader

    3 months ago

    Darwen, United Kingdom Card Factory Full time

    Job Introduction Location: Darwen Contracted Hours Available:16 Role Responsibility We are passionate about celebrating our customers’ life moments and are now looking for a Team Leader to join our very successful Card Factory family to help fulfil this. With a real focus on customer experience and operational excellence, our Team...

  • Business Systems Team Leader

    3 months ago

    Darwen, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

    Are you a highly motivated team leader with ability and knowledge to manage our enterprising team of systems assistants and administrators? ELFS is an NHS owned Shared Service organisation providing back-office transactional services to many NHS Trusts across England. Established in 2002, We are a business division of Lancashire Teaching Hospitals NHS...

  • Payroll Team Leader

    1 month ago

    Darwen, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

    Job summary Are you a highly motivated versatile individual who has the drive, enthusiasm, ability, and knowledge to drive our services forward and thrives on a challenge? If so, this is a fantastic opportunity to come and join our Payroll Team. We are looking for an experienced individual to join us as a Payroll Team Leader, who can bring a wealth...

  • Team Leader

    3 months ago

    Darwen, United Kingdom Fortune Brands Innovation Full time

    Fortune Brands Innovations are a US based company, listed on the New York Stock Exchange, that owns and develops a dynamic portfolio of brands for homes worldwide. Our specialist kitchen and bathroom division, Fortune Brands Water Innovations, is made up of a collection of leading luxury UK brands: Shaws of Darwen, Perrin & Rowe, and Victoria & Albert...

  • Client Services Administrator

    3 months ago

    Darwen, United Kingdom The Ardonagh Group Full time

    **Client Services Administrator - Hybrid in Darwen - ARD1012334** We’re on the hunt for a talented **Client Services Administrator** to join our friendly team based in Darwen. Joining us as a Client Services Administrator, you'll have the benefit of working **Monday to Friday, no evenings or weekends!** You’ll also be rewarded with all the great...

  • Client Service Specialist

    3 months ago

    Darwen, United Kingdom The Ardonagh Group Full time

    **Client Service Specialist - Darwen** **Do you have officed based Customer Service or Administration experience?** Joining us as a Client Services Specialist means you'll have the benefit of working Monday to Friday. Initially, you would work from our office with our fun and welcoming team just waiting to get to know you and then once you’re feeling...

  • Client Service Specialist

    3 months ago

    Darwen, United Kingdom The Ardonagh Group Full time

    **Client Services Specialist - Hybrid in Darwen** Joining us as a Client Services Specialist means you'll have the benefit of working Monday to Friday. Initially, you would work from our office with our fun and welcoming team just waiting to get to know you and then once you’re feeling confident and you’re training and probation period is complete, the...

  • Client Services Specialist

    3 months ago

    Darwen, United Kingdom The Ardonagh Group Full time

    **Client Services Specialist - Darwen - ARD978514** **Do you have officed based Customer Service or Administration experience?** Joining us as a Client Services Specialist means you'll have the benefit of working Monday to Friday. Initially, you would work from our office with our fun and welcoming team just waiting to get to know you and then once...

  • Client Service Specialist

    3 months ago

    Darwen, United Kingdom The Ardonagh Group Full time

    **Client Service Specialist - Darwen - ARD958488** **Do you have officed based Customer Service or Administration experience?** Joining us as a Client Services Specialist means you'll have the benefit of working Monday to Friday. Initially, you would work from our office with our fun and welcoming team just waiting to get to know you and then once you’re...

  • Treasury Team Leader

    3 months ago

    Darwen, United Kingdom Lancashire Teaching Hospitals NHS Foundation Trust Full time

    You will be is part of the ELFS Treasury team and will be required to provide a professional and quality based financial accounting service to ELFS clients. You are expected to use your specialist knowledge, experience and discretion to ensure that the agreed contractual performance and quality targets are met for all ELFS client base. Excellent...