Team Leader/Operations Manager

3 weeks ago


Royston, Hertfordshire, United Kingdom Kameo Recruitment Ltd Full time £32,000

Role Overview: As a pivotal member of the management team, you will collaborate closely with the Cluster Manager to guide and enhance the performance of your team. Your focus will be on ensuring exceptional customer service while fostering a workplace that prioritizes risk management, compliance, and health and safety.


Key Responsibilities:

  • Support the team in executing comprehensive member transactions and administrative tasks, ensuring a standout service experience for all members.
  • Organize and manage the team's communication channels, including telephone and webchat, to maintain efficiency.
  • Oversee the monitoring of communication queues, ensuring adequate coverage and responsiveness.
  • Provide continuous training and mentorship to team members to uphold competency standards.
  • Ensure accuracy in departmental transactions and adherence to established policies and procedures.
  • Manage and resolve complaints in line with the organization's Complaint Handling Policy.
  • Conduct and schedule Financial Wellbeing Reviews with a commitment to high standards.
  • Utilize intermediate knowledge of Microsoft software to support daily operations.
  • Handle complaints effectively, ensuring a resolution-oriented approach.


Working Hours: This position requires a commitment of 35 hours per week, operating from 9am to 5pm, Monday to Friday, with alternate Saturdays available at an overtime rate.


Benefits:

  • Annual Bonus
  • Pension Scheme: 5% Employee Contribution and 8% Employer Contribution
  • Support for Physical, Mental, and Financial Wellbeing
  • Life Assurance and Income Protection
  • Holiday Exchange and additional perks


In this role, you will add significant value to both the customer experience and the organization by striving for first contact resolution and maintaining high service standards.


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