Customer Operations Team Leader

2 weeks ago

Norwich, Norfolk, United Kingdom Phoenix Group Holdings Full time

About the Role

We are seeking an experienced Customer Operations Team Leader to join our Customer Service team at Phoenix Group Holdings. As a key member of our team, you will be responsible for leading and developing a team of Customer Operations Representatives, ensuring they provide a high-quality service and customer experience.

Key Responsibilities

  • Lead and develop a team of Customer Operations Representatives, providing guidance and support to ensure they meet their goals and objectives.
  • Manage the team's performance, identifying areas for improvement and implementing strategies to enhance customer satisfaction and experience.
  • Collaborate with other teams to ensure seamless communication and effective issue resolution.
  • Develop and implement processes and procedures to improve efficiency and productivity.
  • Manage employee performance, providing coaching and development opportunities to ensure high performance.

Requirements

  • Proven experience in a leadership role, with a track record of success in customer-facing operations.
  • Excellent communication and interpersonal skills, with the ability to motivate and engage teams.
  • Strong analytical and problem-solving skills, with the ability to identify and implement process improvements.
  • Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities.
  • Knowledge of financial services and regulatory requirements, with a strong understanding of customer needs and expectations.

About Us

Phoenix Group Holdings is a leading provider of long-term savings and retirement solutions, with a strong commitment to customer service and excellence. We offer a range of products and services, and are dedicated to helping our customers achieve their financial goals.

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