Customer Services Team Leader

2 weeks ago

Bromley, United Kingdom Foresters Financial Full time

**Summary of Role**

The Team Leader is responsible for assisting in managing a high level of administrative support services for Forester Life customers and field force, for all transaction types for this department.

The Team Leader supports the Customer Services Manager in developing and monitoring the team of Administrators.

The role holder will also contribute to changes effecting the Customer Services environment, as defined by the Head of Customer Services, Customer Services Manager and/or business/regulatory requirements.

**Key Responsibilities & Duties**
- Manage the day to day duties in accordance with agreed service levels
- Review, monitor and maintains quality controls of the team’s work, providing feedback
- Identify and provide training required by the team
- Regularly assesses the performance and behavioural competencies of team members
- Reviews objectives and creates training and development plans
- Deals with customer complaints
- Continuously improves and automates administration processes
- Ensures procedures are up-to-date and fit for purpose
- Works within agreed process and payment authority levels
- Manage business practises, processes, changes and risks
- Completes administration tasks as and when required

**Knowledge, Skills & Experience**
- 2 years’ experience, ideally within a financial services environment
- If role extends into a permanent one 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 staff
- Good organisation skills and ability to prioritise to meet business deadlines
- Great interpersonal skills
- Able to identify and assess risk in a customer services environment

Foresters Financial is not your typical financial services provider. Those who join our purpose-driven organisation enjoy a culture of collaboration, creativity, and mutual respect and are challenged to do their best to make a difference every day. We help everyday families achieve their financial goals and make a lasting difference in their lives and communities.

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