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Customer Service Team Lead

2 months ago

Milton Keynes, Milton Keynes, United Kingdom Allica Bank Full time
About Allica Bank

Allica Bank is a leading financial technology company that is revolutionizing the way businesses manage their finances. Our mission is to provide innovative solutions that help established SMEs thrive in a rapidly changing market.

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team. As a key member of our operations team, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service.

Key Responsibilities
  • Team Leadership: Lead a team of customer service representatives and provide guidance and support to ensure they are equipped to handle customer inquiries and issues.
  • Performance Management: Monitor team performance and provide regular feedback and coaching to improve performance.
  • Process Improvement: Identify areas for process improvement and implement changes to enhance customer experience and efficiency.
  • Customer Engagement: Develop and implement strategies to engage with customers and improve customer satisfaction.
  • Training and Development: Provide training and development opportunities to team members to enhance their skills and knowledge.
  • Operational Excellence: Ensure that all operational processes are running smoothly and efficiently, and that all team members are aware of their roles and responsibilities.
Requirements
  • Leadership Experience: Proven experience in leading a team and managing performance.
  • Customer Service Experience: Strong customer service skills and experience in a customer-facing role.
  • Process Management: Experience in process management and improvement.
  • Communication Skills: Excellent communication and interpersonal skills.
  • Technical Skills: Proficiency in MS Office and other relevant software.
What We Offer
  • Competitive Salary: A competitive salary and benefits package.
  • Opportunities for Growth: Opportunities for career growth and professional development.
  • Flexible Working: Flexible working arrangements to support work-life balance.
  • Collaborative Team: A collaborative and supportive team environment.