Customer Service Team Lead

1 day ago

Winnersh, United Kingdom Mulberry Recruitment Full time
Customer Service Team Leader

We are seeking a highly skilled and experienced Customer Service Team Leader to join our fast-growing team in Winnersh. As a key member of our Client Services Management Team, you will be responsible for managing and supporting a Client Services Team in providing exceptional servicing to a portfolio of clients.

Key Responsibilities:
  • Manage and support a Client Services Team in providing exceptional servicing to clients
  • Be the first point of contact for the team and resolve any issues that may arise
  • Ensure the team adheres to all processes and Service standards
  • Deal with HR issues within the team with the support of your line manager
  • Conduct monthly 121s, mid-year, and annual performance reviews with team members
  • Recruit, interview, and onboard new staff members
  • Manage the leavers process within the team
  • Monitor and maximize team performance to ensure excellent service provision and client retention
  • Work collaboratively with the Client Services Management Team to support department goals and other departments as needed
  • Maintain self-development and attend staff training as required
  • Develop and cultivate constructive relationships with Sales Consultants, Clients, and Insurers at all levels
  • Provide proactive professional telephone handling services for internal and external calls
  • Manage workloads, delegate tasks, and provide technical support and guidance to team members
  • Provide training for new starters and existing team members
Benefits:
  • Holiday entitlement of 26 days plus bank holidays
  • Career prospects with opportunities to gain CII or ACII qualifications
  • Pensions scheme for retirement
  • 24-hour support for physical and mental wellbeing
  • One day paid volunteering day to give back to the community
  • The Spotlight Awards to recognize and celebrate talent

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