Customer Services Team Leader
Job Description
A customer service team leader with Foresters you will be responsible for assisting in managing our Administration team with administrative support services for our customers, from initial contact through to the end of the contract terms. You will support the Customer Services Manager in developing the team of 6-12 Administrators.
Your role will involve:
Managing the day to day duties in accordance with agreed service levels
Reviewing, monitoring and maintaining quality controls of the teams work, providing feedback
Identifying and providing training required by the team
Regularly assessing the performance and behavioural competencies of team members
Reviewing objectives and creating training and development plans
Dealing with customer complaints
Continuously improving and automating administration processes
Ensuring procedures are up-to-date and fit for purpose
Working within agreed process and payment authority levels
Managing business practises, processes, changes and risks
Completing administration tasks as and when required
What we require
Demonstrable customer service Team Leader experience within a call centre environment. 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 deadlines Able to identify and assess risk in a customer services environment
What we offer you
Up to 30,000 25 days holiday plus bank holidays Contributory Pension scheme Life cover
Working hours are 35 hours a week Monday to Friday. Working hours are on a weekly rotational basis, 8.30 - 16.15 and 9.15-1700. After an initial training period they will be the opportunity to work up to two days from home.
Foresters Financial is not your typical financial services provider. Those who join our purpose-driven organisation enjoy a culture of collaboration, creativity, and mutual respect and are challenged to do their best to make a difference every day. We help everyday families achieve their financial goals and make a lasting difference in their lives and communities.
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Job Detail
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Job IdJD3218181
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IndustryNot mentioned
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Total Positions1
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Job Type:Contract
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationBromley, ENG, GB, United Kingdom
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EducationNot mentioned