Job of the week

 

Customer Service Team Leader

£26,000

Our Milton Keynes based client is looking to recruit a Customer Service Team Leader.

Job Purpose: 

To optimise the performance of each individual within the team to provide a smooth & efficient delivery in the call centre in accordance with agreed service standard and in accordance with FSA regulations.

Key Accountabilities:

To ensure consistent service levels across team, ensuring added value to the brands. 
To perform regular 1-1 meetings, bi-annual appraisals on all advisors/lead advisors, objective setting and performance management resulting in engaged staff.
To organise your own team/Lead advisor to provide optimum results achieving financial target of the retail department. 
To be a reference point for team members to resolve systems and technical issues as required, and to ensure this knowledge is shared/passed to Lead Advisors in order to achieve maximum efficiency. To maintain current industry knowledge to be evidenced by Industry Standard. 

Qualifications.

To provide cross functional support for other teams and team leaders.
Identify and arrange training/coaching/mentoring for team members to ensure appropriate level of evidenced competence.
To be an escalation point when advisor/Lead advisor are unable to meet the customer’s demands and needs.
Investigate, deal and respond to customers verbal/written complaints in accordance with FSA requirements defined in the Complaint Management Guide in a style which supports the group’s image.
To be able to demonstrate in a hands on manner to assist customers with renewals, quotations, new policies, and mid term changes as is necessary.
To support the general company strategy, mission and vision.
Produce monthly and ad-hoc reports, identify trends and react with proactive approach.
In addition to the duties and responsibilities listed, to perform other duties/projects assigned by the Retail Services Manager.

Knowledge, Skills and Experience:

Ability to communicate effectively with all levels verbally and in writing, maintaining professionalism at all time in line with company brands.
Detailed knowledge of product sold.
Ability to lead by example, motivate. Interpersonal skills to establish relationships, influence communicate and negotiate at all levels
Ability to work under pressure whilst maintaining and promoting the correct company approach at all times.

 

 

 

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