Contact Centre Team Leader

7 months ago

Birmingham, United Kingdom NJR Recruitment Full time

**Contact Centre Team Manager - IFA Firm**

**Birmingham Based**

**£40,000 - £42,500 DOE**

NJR Recruitment are delighted to be recruiting for one of the UK's leading firms of Independent Financial Advisers who are expanding their business and are seeking a Team Manger to join their dynamic and buoyant organisation. The focus of this position is to lead and develop a team of Client Service Executives across a specified office or group of the Company's offices.

**Responsibilities**:

- Assume line management responsibility for a team of Client Service Executives.
- Accountable for the day-to-day workflow management of the Client Service Executives for which the role assumes responsibility.
- Ensure the delivery of a first-class client service experience, considering best practice and continuous improvement in terms of service delivery by your team.
- Identify training and development needs and implement appropriate solutions and/or performance management.
- Measure and develop team goals and objectives and deliver against team-based targets.
- Oversee the quality checking of work across the CSE team for which the role assumes responsibility.
- Provide expertise and act as a point of referral for complex client queries associated with allocating an adviser.
- Identify areas for process and system improvement and work with the Connect Team Relationship Manager to effectively explore and implement new digital/telephone system solutions.
- Accountable for the successful integration of new digital/telephone leads into the business.
- Prepare and deliver value adding MI as required by the Connect Team Relationship Manager.
- Work with our Marketing and Commercial team to implement an effective digital led integration journey for newly acquired clients into the business following acquisitions.
- Ensure Ascot Lloyd processes are maintained and documented and where new systems are introduced, the relevant processes are updated or created.
- During any new system or process change, you are responsible for checking the consistency of roll out and delivery by your team.
- Responsible for any other relevant tasks as appropriate.

**Benefits**:

- Pension - 7% employer contribution / 5% employee contribution
- Private Medical Insurance (PMI) - Medical history disregarded.
- Group Income Protection (GIP) - 75% of salary.
- Death in Service (DIS) - 4 x salary.
- Critical Illness Cover (CIC) - £10k cover
- Holiday Entitlement - 25 days per annum, rising to 28 over 3 years.

NJR 14714

**Salary**: £40,000.00-£42,500.00 per year

**Benefits**:

- Company pension

Schedule:

- Monday to Friday

Work Location: In person

Reference ID: 14714

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