Customer Services Team Leader
2 weeks ago
**Customer Services Team Leader**
**Swansea, SA7**
**Salary up to £28,000 plus a company performance related yearly bonus**
**Platform Resourcing** are currently working in partnership with an **Insurance Provider**who have offices based in **Swansea**. They are seeking a **Customer Services Team Leader** to join their leadership team, managing up to 15 full time customer service advisors.
You will be responsible for the day to day running of the team, ensuring they are meeting their SLAs, completing checks and call monitoring, conducting 121's, approving and arranging leave and the general management whilst reporting into the operation managers.You will be responsible for the achievement of the individuals and team targets, whilst striving to improve quality and service standards. You will have experience of managing large teams of customer service representatives, in a call centre or telephony basedenvironment, and any insurance knowledge although not essential is beneficial.
**Benefits of the role**:
- Competitive salary on offer, up to £28,000 p/a depending on experience
- 12% yearly bonus potential
- Hours of work: 40 hours per week Monday - Friday, 2 shifts at 8am - 5pm or 9am - 6pm
- Remote working opportunities for 2 days a week (Tuesday has to be in the office, can choose which other days you go in)
- High Street Discounts
- 3% pension employee, 7% employer contribution
- Private Health Insurance
**Duties of the Customer Services Team Leader role**:
- Plan, organise and lead the team to achieve the highest level of service
- Promote employee engagement and open communication
- Delegate work load efficiently and according to experience
- Develop and coach the team, encouraging ongoing training and development
- Manage team performance through individual and team meetings
- Submit MI to the operational team
- Manage absences, holidays and all other leadership responsibilities
**Experience needed for the Customer Services Team Leader role**:
- You will have experience of successfully leading teams with up to 15 people
- Experience of delivering and encouraging great customer experience
- Ability to build relationships and trust within a team
- Proven people management skills within a telephony based position ideally within a call centre
**Privacy and General Data Protection Policy**
The above is a general overview and should not be used as a comprehensive list of Platform Resourcing Limited's commitments. You can find more information on how we handle your data please see our Data Protection and General Data Protection Policy withinour policies page on our company website. If you have any questions, please call before applying.
Platform Resourcing are advertising this vacancy and are acting as an employment agency
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