Customer Service Team Leader
2 days ago
An FCA company located in Bromley, Kent is looking for a Customer Service Team Leader to join its established team.
Full time role, hours are 8:30am to 5pm with 45 mins for lunch and **every other Friday off**
You will be responsible for assisting in managing a high level of customer service support for maturity of life insurance claims, from initial contact through to the end of the contract terms.
As a Customer Service Team Leader you will:
- Manage a team of 10 staff which take on average 60 calls per day.
- Review, monitor and maintain quality controls of the teams work and providing feedback
- Identify and provide training as required.
- Regularly assess through 1-2-1s the performance and behavioural competencies of staff members.
- Review objectives and create training and development plans.
- Deal with customer complaints.
- Continuously improve and automate administration processes.
- Ensure procedures are up-to-date and fit for purpose.
- Manage business practises, processes, changes and risks.
The ideal Customer Service Team Leader will have the following skills and experience:
- Proven experience in a customer service / call centre team leader, supervisory or people management role, ideally within a financial services or a similar highly regulated environment.
- Achieved or willing to undertake a Level 3 award in financial administration.
- Experience of planning, monitoring and controlling work.
- Experience of motivating, coaching and developing people.
- Good organisation skills and the ability to prioritise to meet business deadlines.
- Good interpersonal skills.
- Able to identify and assess risk in a customer services environment.
In return, you will receive a salary of £27,000 - £30,000 pa plus 28 days holiday per annum including public holidays, contributory pension and life assurance plus a yearly bonus.
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