Customer Care Team Leader
7 days ago
A fantastic, financial services organisation, based in Slough is looking for a Customer Service Team Leader to work closely with a Customer Care and Collections Manager to ensure the best delivery in service to their customers. Previous experience as a TeamLeader within financial services or automotive would be beneficial.
PRINCIPAL ACCOUNTABILITIES:
- Support the team of Customer Care specialists with day to day activities.
- Carry out formal quality assessments against pre-determined departmental standards and provide appropriate coaching to Customer Care Specialists.
- In conjunction with the Customer Care Manager carry our regular one to one
performance review meetings.
- Ensure the Customer Care Team adhere to formal FCA and regulatory processes and policies.
- Identify training needs for the team of Customer Care Specialists.
- Act as escalation point for Customer enquiries and points of contention in the event
they cannot be resolved by the Team Members.
- Support the achievement of Service Centre targets by taking Customer Calls at peak
call times
- Provide the necessary management information reports detailing key volume and performance metric information to the Customer Care Manager
- Ensure relevant statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements.
- Decrease turnaround times, streamline work processes and work cooperatively.
Skills/ExperienceExperience in the automotive or consumer finance industry preferred
Previous experience in a Team Leader position preferred
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