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An organisation we work closely alongside in the financial services sector are looking to recruit for a customer services team lead position. The Customer Services Team Leader will monitor and supervise the work of a customer services team, to meet and maintain department performance and quality standards. To analyse monthly performance reports against agreed metrics, monitor performance and quality in line with departmental objectives and identify and implement training needs of team members. To deputise for the Contact Centre Manager in their absence.

ROLE DELIVERABLES
• Manage and motivate team members in order to maintain and improve service and standards, and to work effectively to achieve team and organisational goals
• Monitor staff performance; carry out monthly appraisals and to be responsible for supporting the personal development of employees within the team by identifying and implementing training needs
• Act as a point of referral for team members, providing specialist knowledge and/or handling escalated customer calls and raising any feedback and complaints where appropriate
• Depending on the objective of the specific role, analyse procedures and processes to identify areas of improvements in relation to either call handling / administrative tasks. Make sound improvements in relation to improving these processes
• Motivate team members and act as role model for the department and the operations centre mission, vision and values
• Manage and respond to the customer survey responses in a timely manner, providing resolution where appropriate
• Be responsible for organising and delegating admin work throughout the team on a daily basis to ensure efficient turn around in line with department SLA
• Ensure that the Retail Mangers inbox is worked in a timely manner, and to a high standard

EMPOWERMENT
The jobholder will be expected to work largely autonomously in undertaking their role with the performance of the jobholder being monitored and measured on results against targets. The role is within a call centre environment where deadlines are largely determined by the workflow and departmental targets, although the jobholder will have some discretion over the prioritisation of other tasks. Processes and precedents will be in place to guide the individual for most of the tasks they will complete, and management will be available daily to assist in resolving escalated issues and advising where no precedents have been set. The jobholder will be responsible for putting steps in place to ensure the team members reach their targets.

CANDIDATE PROFILE Foreign language skills:
• None required
Professional qualifications, vocational training, education level:
• GCSE A-C/AS level or equivalent in Maths and English
Previous experience required:
• Previous management or team leader experience is desirable, ideally experience in leading teams daily in an operations environment
• Experience in Customer Services environment is desirable
• Essential to have knowledge and experience of administering purchase products, complaint handling and experience in working autonomously and performing to targets
Person characteristics required:
• Excellent communication skills and motivation skills, and
• Ability to liaise and communicate with senior management and external suppliers at all levels.
• Ability to prioritise and multi task.
• Excellent communication skills and motivation skills.
• Results oriented.
• Ability to coach, mentor and manage Direct Reports.
• Ability to build constructive relationships across the business.
• Proactive and self-motivated

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

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