Team Leader Customer Service

2 weeks ago


Crawley, United Kingdom Office Angels Full time

**JOB TITLE**:Team Leader

**LOCATION**:Crawley, West Sussex

**HOURS**:Monday - Friday (between 8.30pm - 5.30pm on a shift rota basis)

**SALARY**:£28,000 - £30,000 p/a dependant on experience

**BENEFITS**:Health care cover, award winning pension plan, onsite gym, subsidised staff restaurant and much more

**CULTURE**:Award winning company, with friendly, supportive, flexible company culture. Excellent training and career development opportunities

Office Angels are teaming up with the Hiring Manager to on board an experienced Team Leader for their hugely successful Customer Service team. Overseeing around 10-12 team members delivering excellent customer service and technical support, ensuring it istailored to the needs of the customer.

**About the role**:

- Support for the team's performance against their objectives and key performance signs.
- Be responsible for recruiting new team members and taking part in the interview process.
- Lead and manage staff in line with company policies and procedures, including training & development, including one to ones, performance appraisals and disciplinary & grievance issues.
- Manage relationships with customers, business partners, IFA's and Strategic Partners including third party providers, to ensure all service and technical enquiries and issues are resolved to the customers satisfaction.
- Measure workflow by using management information and staff performance.
- Identify training needs and arrange coaching and technical support to team members.
- Support development of team members and proving them with feedback.
- Update operating procedures for all administration activities and ensure all staff are trained/aware.
- Implementing the processing of tasks and ensure they are carried out correctly.
- Take forward monthly quality sampling of processes and customer communications.
- Providing feedback to colleagues.

**About you**:

- **Must have 2+ years working in a Team Leader role in a similar enviroment**:

- **Experience working towards KPI's desirable**:

- Enjoys working as part of a team as will be working alongside other Team Leaders
- Achieved or working towards a Financial Administration Certificate
- Proficient in all the Microsoft Packages
- Passionate about helping others and delivering excellent Customer Service
- Able to meat deadlines in a fast paced, timeline environment

**Desirable**:

- Experience working in Financial Services or a Call Centre environment but not essential as full training will be provided

**Next steps**:
Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.



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