Senior Team Coordinator

1 month ago


Beckenham, Greater London, United Kingdom FREEADS Full time
Customer Service and Planning Coordinator Role at FREEADS

This is an exciting opportunity to join FREEADS and become a key member of our team. As a Customer Service and Planning Coordinator, you will be responsible for supervising a team of 10 customer service administrator colleagues, working closely with the CSM to achieve our business objectives.

Key Responsibilities and Duties

  1. Manage the day-to-day activities of the team in accordance with agreed service levels.
  2. Review, monitor, and maintain quality controls of the team's work, providing constructive feedback.
  3. Identify and provide training required by the team, ensuring they have the skills and knowledge to perform their roles effectively.
  4. Regularly assess the performance and behavioural competencies of team members, providing coaching and development opportunities.
  5. Review objectives and create training and development plans to support the team's growth and success.
  6. Deal with customer complaints in a professional and timely manner.
  7. Continuously improve and automate administrative processes, ensuring efficiency and productivity.
  8. Ensure procedures are up-to-date and fit for purpose, aligning with FREEADS' policies and standards.
  9. Work within agreed processes and payment authority levels, maintaining control and accountability.
  10. Manage business practices, processes, changes, and risks, ensuring the team is aware of and adheres to these.
  11. Complete administrative tasks as and when required, supporting the team in their roles.


Knowledge, Skills, and Experience

  1. 2 years' customer service Team Leader experience, preferably within a financial services environment.
  2. Achieved or willing to undertake a Level 3 award in Financial Administration, demonstrating a commitment to professional development.
  3. Strong written and oral communication skills, enabling effective collaboration and communication with the team and stakeholders.
  4. Experience of planning, monitoring, and controlling work, ensuring efficient use of resources and time.
  5. Experience of motivating, coaching, and developing a team, promoting a positive and productive work environment.
  6. Good organizational skills and ability to prioritize to meet business deadlines, maintaining a high level of productivity.
  7. Good interpersonal skills, building strong relationships with colleagues and stakeholders.
  8. Able to identify and assess risk in a customer services environment, taking proactive steps to mitigate and manage risk.


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