Customer Service Team Leader

7 days ago


Bromley, United Kingdom Floss Agency Full time

**Would you like to work for a company that really values their colleagues?**

**Benefits: Up to 10% annual company bonus PLUS you get every other Friday off from work, which does not even come out of your annual leave entitlement**

**Summary of Role**

The Team Leader is responsible for assisting in managing a high level of administrative support services for customers from initial contact through to the end of the contract terms.

The Team Leader supports the Customer Services Manager in developing the team of 6-12 Administrators.

The role holder will also contribute to changes effecting the customer services environment, as defined by the Chief Operating Officer, 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 teams 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’ customer service Team Leader experience
- Achieved or willing to undertake relevant training and qualifications
- 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 deadline

**Hours of Work**

Monday to Friday 0830 - 1700

**This is a full-time, p ermanent office based position.



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