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Customer Service Team Lead
2 months ago
Job Summary:
We are seeking an experienced Contract & Customer Relations Lead to join our team at the Financial Ombudsman Service. As a key member of our Customer Call Hub, you will be responsible for leading a team of customer service advisers, providing coaching and development opportunities, and ensuring the highest quality customer service is delivered.
Key Responsibilities:
- Lead a team of up to 12 customer service advisers, providing coaching and development opportunities to maximize performance and create a high-performance culture.
- Monitor and evaluate the effectiveness of your team to ensure the highest quality customer service is delivered in an efficient manner.
- Ensure your team works effectively together to achieve or exceed set operational targets and Service Level Agreements (SLAs).
- Maintain relationships across the call centre and provide robust updates on service performance and handling operational requests in a timely manner.
- Identify training needs within your team and agree development and/or action plans where appropriate.
- Analyse data to ensure effective decisions are made in conjunction with the Customer Call Hub manager to drive continuous improvement across our telephony operation.
Requirements:
- Previous experience working within a people management role and being able to demonstrate the running of high-performance customer service teams.
- Ability to evidence delivering and maintaining Contact/Call Centre or service delivery commercial SLA and KPI performance measures.
What We Offer:
- An attractive, competitive salary and flexible benefits to suit our people.
- 25 days holiday entitlement, with the option to buy extra or sell days.
- Generous pension.
- Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few.
- Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others.
- Employee Assistance Programme.
- Extensive opportunities for personal and career development.
Our Culture:
We view diversity as fundamental to our success and welcome applications from underrepresented groups across all communities. We are proud to be a Disability Confident Leader.
How to Apply:
Our application process includes a telephone interview with our Talent team and a virtual face-to-face interview with the Customer Call Hub Manager.
