Customer Experience Team Leader

6 days ago


Bradley, United Kingdom FMG Full time

**Customer Experience Team Leader

Location**: Huddersfield, West Yorkshire
**Salary**: £24,000 - £30,000 + performance related bonus
**Contract**: Permanent, Full time (Monday-Friday)
**_
Are you an experienced team leader looking for a new challenge?_**

**_Do you have experience in complaint management and the FCA?_**

**_Do you want to join a growing organisation who will invest in your career development?
- **Here at FMG we have a fantastic opportunity in our Customer Experience Department; we are the UK's leading independent provider of fleet and insurer incident management and specialist vehicle recovery services. Due to continued growth, we arenow seeking an ambitious and experienced team leader, to help drive a team of Customer Experience handlers to success.
**The Role:
**The Customer Experience department is responsible for providing the very highest standards of customer service, ensuring that each customer complaint is resolved efficiently, fairly and in line with the companies’ complaints handling procedure.
As a Customer Experience Team Leader, you will be required to lead and manage a team of Customer Experience Executives, to ensure they provide the very highest standards of customer service and handle each complaint in line with the principles of TCF and FOS.You will be responsible for maintaining a strong focus on operational targets, compliance, and performance improvement, driving the team to success.In addition, you will support with our customer experience improvement programme, identify areas for improvementand making recommendations for change.
**To be successful as a Team Leader in FMG:
**You'll need to be a proven people manager with strong communication and leading skills. You will also demonstrate;
- A strong work ethic and can thrive in a busy environment.
- An engaging personality with excellent communication and proven people management skills.
- An ability to excel in your ability to get the best out of your team members, through strong hands-on coaching and performance management.
- You are customer and delivery focused, you will thrive on working in a target driven environment where performance improvements and innovation are constantly being pursued.
- A well-developed sense of financial awareness, you are someone who can see the bigger picture and work closely with peers and line managers to ensure delivery against SLA's and targets
- A strong understanding of FCA complaints and the principles of Treating Customers Fairly.

**What's in it for you?
Salary** - £24,000-£30,000 depending on experience + bonus scheme
**Annual Leave-** 25 days holiday increasing to 28 with length of service (with bank holidays on top)
**Pension-** Contributory pension scheme
**Financial Benefits-** save-as-you-earn scheme, free life assurance and a range of national and local retailer discounts.
**Lifestyle & Wellbeing Benefits-** discounted gym membership, eye care vouchers, a cycle to work scheme, a 24/7 Employee Assistance Programme with an NHS Approved mental well-being mobile app.
**Motoring Benefits-** free motor accident assistance, discounted vehicle repairs, discounts on weekend vehicle hire and van hire and access to an employee vehicle-leasing scheme.
**Community-** Great working environment in our new offices with fantastic modern break out areas, free car parking, onsite canteen, kitchen facilities, TV area, and shower facilities for those that want to take advantage of the cycle to work scheme.
**Be part of our future



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