Team Leader

4 weeks ago


Leatherhead, United Kingdom Lloyd Recruitment Services Ltd Full time

**Team Leader - Customer Relations**

Our client is a leading name in the Financial Services industry, who are looking for an individual to join their team to work in a twelve month fixed term contract.

Joining a small and friendly team (whilst working alongside the larger customer service department), you will support the Manager with the day to day running of the team, take responsibility for larger and complex complaints, whilst also being responsiblefor producing and creating reports and data.

**The Package**
- £30k - £33k
- Excellent Benefits Package

**The Individual**
- Previous Team Leader / Supervisor experience
- Complaints and Customer Relations experience
- Advanced Excel with proven experience of data and reporting
- Excellent verbal and written grammar
- Self-motivated and enthusiastic
- Business minded - root cause analysis

**Duties**:

- To carry out regular coaching with each team Complaint Handlers to ensure they are managing complaints in accordance with the FCA
- Responsible for gathering the MI for UK Complaints, Ireland Complaints, DSR and vulnerable customers and sharing this with the Complaint Manager
- Responsible for preparing and sending all agreed Partner monthly/quarterly complaint reports, as well as ad hoc Complaint data requests from Account Managers
- Responsible for providing additional Complaint Handling and Refresher training to employees following the L&D Team onboarding process for new starters
- Responsible for the businesses day-to-day complaint handling support and needs, ensuring to provide guidance with redress calculation, fair customer outcomes and CRM management
- Investigate high profile, sensitive or Executive level complaints and prepare final responses for the Complaints Manager


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