Customer Service Team Lead
2 days ago
We are seeking a highly skilled and experienced Customer Service Team Leader to join our team at Anderson Knight. The ideal candidate will have a strong background in team leadership and customer service, with the ability to ensure excellent service standards and regulatory compliance.
Key Responsibilities:- Team Leadership: Lead, mentor, and manage a team of customer service representatives, providing guidance and support to help them meet and exceed performance targets.
- Customer Engagement: Oversee customer interactions, ensuring that service delivery is timely, professional, and aligned with company policies and customer expectations.
- Process Improvement: Analyse service trends and patterns, offering feedback and suggestions for enhancing processes to improve customer satisfaction and operational efficiency.
- Performance Management: Regularly monitor team performance, conduct reviews, and implement development plans to drive continuous improvement and skill development.
- Compliance and Reporting: Ensure all customer interactions are handled in strict accordance with financial regulations and company policies. Maintain accurate records and produce reports on service performance and trends.
- Stakeholder Engagement: Work closely with internal departments and senior management to escalate and resolve complex cases, ensuring clear communication and collaboration across teams.
- Training and Development: Organise and deliver training sessions to ensure team members are well-equipped with the skills and knowledge necessary to provide exceptional customer service.
- Proven experience in a leadership role within a financial services business, specifically focused on customer service.
- A thorough understanding of financial services regulations and customer service best practices.
- Excellent communication and interpersonal skills, with the ability to motivate and manage a team effectively.
- Strong problem-solving skills and the ability to think critically under pressure.
- Willingness to work on a rotational shift basis, including evenings and weekends.
- A customer-focused mindset with a dedication to delivering high-quality service.
- Previous experience in a customer service role within the financial services sector.
- Proven track record in enhancing customer satisfaction and team performance.
- 33 days holiday (25 days annual leave + 8 public holidays)
- Birthday day off
- Discretionary bonus
- 15% pension contributions
- Eyecare and Private Medical Insurance benefits
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