Customer Service Team Leader

**Full Time: Customer Service Team Leader**

**Reports to: Operations Manager**

**Salary: Band E, 32k+ dependent on experience**

**Main Purpose**:
A great opportunity has arisen for a Customer Service Team Leader to provide clear, accurate and consistent support to the Customer Service and Complaints team.

The main objective of this role is to support the Operations Manager deliver consistent high levels of service, working with the franchise network, clients and customers.

Additionally, you will manage the complaints handler to ensure that are handled in accordance with both client and regulatory requirements ensuring our approach is timely fair and reasonable.

**Key Responsibilities will involve, but not be limited to, the following**:

- Monitor team attendance and performance against objectives agreed in appraisals and 121 review meetings in line with performance management arrangements, whilst taking a lead role in developing personal development plans. Dealing with any recruitment and disciplinary matters that may arise.
- Undertake the functions of a Customer Service Representative to support the team as required.
- Oversee and drive the customer service levels, KPI’s and compliance in adherence with our business vision, managing and escalating branch performance as appropriate.
- Monitor the updating of external clients’ systems.
- Continually review and update Customer Service function processes to ensure positive customer care.
- Provide clear, accurate and consistent guidance to ensure that all customer enquiries are sufficiently actioned in line KPI’s
- Carry out monthly performance reviews on call recordings and instructions to ensure attention to detail has been applied.
- Support and motivate the team in their area of responsibility by providing coaching and training where required.
- Monitor and delegate the required customer service duties to team members ensuring all tasks are completed.
- Responsible for implementing and updating procedures and processes within areas of responsibility.
- Ensure our complaints are handled in accordance with client and regulatory requirements and settled quickly.
- Ensure complaint investigations are carried out in a detailed and professional manner, ensuring root cause issues are fed back into the network.
- Ensure client and internal MI is issued in a timely manner
- Such other duties as may reasonably be required within your capability consistent with the Terms and Conditions of your employment and as requested by the Operations Manager.
- To promote and work in a safe manner in order to satisfy Health and Safety Legislation and avoid accident or injury to people, machinery or property
- To provide support to any Out of Hours telephone query for urgent claims ensuring our service is seamless. Mange the OOH provider relationship holding regular performance reviews.

**Skills & Experience**
- Excellent organisational skills and the ability to communicate and work efficiently with customers; employees and teams at all levels, as well as using your own initiative to prioritise deadlines.
- Ability and capability to lead and motivate people to deliver claim excellence
- Accurate data entry, with the ability to review and create reports of collated data;
- A high-level focus on the achievement of targeted results.
- A high level of flexibility and ability to multitask and organise tasks within a team.
- Leading by example, demonstrating the “can do attitude”, whilst going above and beyond is key to the success of this role.
- Working towards or an appetite to achieve a Team Leader qualification.

**Job Types**: Full-time, Permanent

Pay: From £32,000.00 per year

Additional pay:

- Bonus scheme

**Benefits**:

- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
- Private medical insurance
- Sick pay

Schedule:

- Monday to Friday
- No weekends

Work Location: In person

Reference ID: CSLead