Client Services Team Leader

5 months ago

Gloucester, United Kingdom Benefact Group Full time

**Working hours**:35 hours per week, Monday to Friday

**Duration**:Permanent

**Location**:Gloucester

**Job Ref**:202291

**About the role***:
**Ecclesiastical Planning Services**, who are proudly part of **Benefact Group**, are looking for a **Client Services Team Leader** to join our **Gloucester** office.

Joining our rapidly expanding and innovative Group presents a fantastic opportunity to develop your career and become an integral part of an inclusive, purpose-led organisation.

**Key responsibilities**
***:

- Manage, coach and develop a team of administrators to deliver client services within agreed SLAs, including regular Performance Management meetings
- Take responsibility for the oversight of all general administration queries received from EPSL’s business partners and their customers through all channels of communication
- Act as a point of reference and escalation for all aspects of the General Administration and Call Handling team within the Client Services function
- Work with the General Administration and Call Handling team to proactively identify and resolve any issues
- Act as a point of reference for issues relating to key business partners and their customers
- Provide technical support to colleagues regarding business processes
- Support the team with day to day administration and call handling, ensuring delivery of excellent customer service within agreed SLAs
- Liaise with funeral directing partners and third party suppliers
- Keep accurate records using the Company’s customer relationship management system (CRM) and back office administration system
- Build effective internal relationships to deliver exceptional customer service and support Ecclesiastical’s “right first time” approach
- Deputise for the Client Services Manager and/or other CSL Team Leaders when required
- Perform Ad-hoc tasks for the wider department

***:
**Knowledge, skills and experience**
***:

- Proven track record of managing large customer service teams, ideally within financial services
- Proven organisational skills
- Flexible attitude and approach and excellent team player
- Excellent telephone manner
- Excellent written communication
- Experience of Microsoft packages e.g. Word and excel
- Educated to GCSE level or above

**What we offer**
***:

- A competitive salary - let's discuss it
- Flexible working
- Group Personal Pension - up to 12% employer contribution
- Generous annual bonus scheme up to 24%
- 25 days annual leave plus bank holidays, and a holiday buy and sell scheme
- An array of health and wellbeing benefits, including private healthcare, income protection and life assurance
- Up to £300 annual personal grant to a charity of your choice
- Encouraged to take at least one volunteering day per year
- Employee Assistance Programme
- Full study support to gain professional qualifications

**About us****:
**Benefact Group** is a unique international financial services Group made up of over 30 businesses. We are owned by a charity and are currently the UK’s 3rd largest corporate donor, having given away £200 million since 2016. We have ambitious plans to become the UK’s number one corporate donor, with strategic objectives in place to double the Group’s size.

We believe it’s essential to attract, empower, grow and reward talented people, offering fantastic opportunities for career and personal development. Our giving ethos, 135-year history and the diversity of what we do, has enabled us to build a culture of kindness, great ambition, and of passionate people driven to do better and be better.
- If you need any additional support during the recruitment process, then please let us know._

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