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Form of work
SalaryAn FCA company located in Bromley, Kent is looking for a Customer Service Team Leader to join its established team.
You will be responsible for assisting in managing a high level of Customer Service support from initial contact through to the end of the contract terms.
As a Customer Service Team Leader you will:
- Manage a team of Customer Service staff which take on average 60 calls per day.
- Review, monitor and maintain quality controls of the teams work and providing feedback.
- Identify and provide training as required.
- Regularly assess through 1-2-1s the performance and behavioural competencies of staff members.
- Review objectives and create training and development plans.
- Deal with customer complaints.
- Continuously improve and automate administration processes.
- Ensure procedures are up-to-date and fit for purpose.
- Manage business practises, processes, changes and risks.
The ideal Customer Service Team Leader will have the following skills and experience:
- Proven experience in a Customer Service/ call centre Team Leader, supervisory or people management role, ideally within a financial services or a similar highly regulated environment.
- Achieved or willing to undertake a Level 3 award in financial administration.
- Experience of planning, monitoring and controlling work.
- Experience of motivating, coaching and developing people.
- Good organisation skills and the ability to prioritise to meet business deadlines.
- Good interpersonal skills.
- Able to identify and assess risk in a Customer Services environment.
In return, you will get 25 days holiday, contributory pension and life assurance plus a yearly bonus.
If this sounds like the Customer Service Team Leader role for you and you live within a commutable distance of Bromley, Kent click on the apply link online and send an updated copy of your CV today!
