Customer Service Team Lead
2 weeks ago
Julie Rose Recruitment is seeking an experienced Customer Service Manager to lead our customer service team in delivering exceptional service to our clients.
Main Responsibilities:- Recruit, manage, train, and develop a team of customer service administrators and team leaders.
- Regularly assess team members' performance and behavioral competencies, identifying training needs and creating development plans.
- Set and review progress against objectives, ensuring the team meets service level standards.
- Develop and maintain quality controls, reviewing and improving administration processes, procedures, and systems.
- Ensure procedures are up-to-date and fit for purpose, reviewing and managing escalated calls and quality reviews.
- Provide monthly management information reports to senior management and statistical reporting to HMRC.
- Monitor and manage the Customer Service Risk Register.
- 2 years' customer service management experience, preferably in a financial services environment.
- Achieved or willing to undertake a Level 3 Award in Financial Administration.
- Proven track record of successfully managing, developing, and motivating a team.
- Excellent communication and interpersonal skills at all levels.
- Strong written and oral communication skills.
- Previous experience in a financial background is advantageous but not essential.
- Yearly bonus – 14% of salary.
- 25 days' holiday.
- 9 day fortnight, every other Friday off work.
- Season ticket loan.
- Childcare voucher scheme.
- Contributory pension and life insurance.
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