Customer Service Team Lead

2 weeks ago


Reading, Reading, United Kingdom CV-Library Full time
Job Description

The Client Service Team Manager will support the Group Risk team in providing exceptional servicing to a portfolio of clients. This role involves assisting in team performance through regular communication with colleagues and manager, establishing and raising concerns, and providing solutions.

Duties
  • Assist in team performance by maintaining open communication with colleagues and manager to identify areas for improvement.
  • Ensure that the team adheres to all processes and service standards assigned to them.
  • Deal with HR issues that arise within your team with the support of your line manager.
  • Be responsible for conducting monthly 1-2-1s, mid-year, and annual performance reviews with your team.
  • Proactively recruit new staff members by interviewing, note-taking, processing applicants, confirming offers, and onboarding new employees.
  • Monitor and maximise the performance of your team to support department goals and other departments when relevant.
  • Maintain own self-development by attending staff training arranged by the team and recognising the need for training within your team.
  • Provide a professional telephone handling service for internal and external calls, including insurers, clients, and colleagues.
  • Receive complaints and escalate as appropriate.
  • Provide technical support and guidance for team members.
  • Provide training for new starters and existing team members where required.
  • Act as an escalation point for the team and be available to support client queries at all times.
Benefits
  • Holiday entitlement of 26 days plus bank holidays.
  • Career prospects with opportunities to gain CII or ACII qualification to enhance knowledge and career prospects.
  • Pension scheme.
  • 24-hour support for physical and mental wellbeing.
  • One day paid volunteering day to give back to local communities.
  • The Spotlight Awards, which shine a light on talented individuals across the group.
Estimated Salary:

£45,000 - £55,000 per annum, depending on experience.



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