Senior Team Coordinator
1 month ago
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
- Manage the day-to-day activities of the team in accordance with agreed service levels.
- Review, monitor, and maintain quality controls of the team's work, providing constructive feedback.
- Identify and provide training required by the team, ensuring they have the skills and knowledge to perform their roles effectively.
- Regularly assess the performance and behavioural competencies of team members, providing coaching and development opportunities.
- Review objectives and create training and development plans to support the team's growth and success.
- Deal with customer complaints in a professional and timely manner.
- Continuously improve and automate administrative processes, ensuring efficiency and productivity.
- Ensure procedures are up-to-date and fit for purpose, aligning with FREEADS' policies and standards.
- Work within agreed processes and payment authority levels, maintaining control and accountability.
- Manage business practices, processes, changes, and risks, ensuring the team is aware of and adheres to these.
- Complete administrative tasks as and when required, supporting the team in their roles.
Knowledge, Skills, and Experience
- 2 years' customer service Team Leader experience, preferably within a financial services environment.
- Achieved or willing to undertake a Level 3 award in Financial Administration, demonstrating a commitment to professional development.
- Strong written and oral communication skills, enabling effective collaboration and communication with the team and stakeholders.
- Experience of planning, monitoring, and controlling work, ensuring efficient use of resources and time.
- Experience of motivating, coaching, and developing a team, promoting a positive and productive work environment.
- Good organizational skills and ability to prioritize to meet business deadlines, maintaining a high level of productivity.
- Good interpersonal skills, building strong relationships with colleagues and stakeholders.
- Able to identify and assess risk in a customer services environment, taking proactive steps to mitigate and manage risk.
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