Customer Services Team Lead
3 weeks ago
Role Summary
The Team Leader will assist in managing administrative support services for Forester Life customers and field force, from initial contact through to the end of the contract terms. The role holder will support the Customer Services Manager in developing the team of 6-12 Administrators.
Key Responsibilities
- Manage day-to-day duties in accordance with agreed service levels
- Review, monitor, and maintain quality controls of the team's work, providing feedback
- Identify and provide training required by the team
- Regularly assess the performance and behavioural competencies of team members
- Review objectives and create training and development plans
- Deal with customer complaints
- Continuously improve and automate administration processes
- Ensure procedures are up-to-date and fit for purpose
- Work within agreed process and payment authority levels
- Manage business practices, processes, changes, and risks
Requirements
- 2 years' customer service Team Leader experience, ideally within a financial services environment
- Achieved or willing to undertake a Level 3 award in Financial Administration
- Strong written and oral communication skills
- Experience of planning, monitoring, and controlling work
- Experience of motivating, coaching, and developing a team
- Good organisation skills and ability to prioritise to meet business deadlines
- Good interpersonal skills
- Able to identify and assess risk in a customer services environment
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