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Portfolio are proud to represent our client in their search for a Client Experience Team Leader. This is a once in a career opportunity for an exceptional Team Leader to join a truly Sales and Service Led business, the industry leading EAP and OH provider & Sunday Times 'Best Places to Work' organisation. We are looking for a leader who has managed a team within a call centre or phone based customer service environment, dealing with a variety of customer queries, complaints, onboarding amongst others, as well as people management. Someone who has the admin management experience of a team, supporting and driving team performance, supportive nature but data focused for results and a clear passion for delivering customer service at an exceptional standard. There is lots of autonomy within the role - you will want to own the role, the team, and drive new ideas to support the client journey and not rely on the current processes! If your main focus is client experience and making sure the customer is happy, whilst maintaining a positive work environment for your team, please apply today and we'll be in touch!
The Role
This is a hands-on, high-profile role with a real focus on delivering exceptional outcomes. You will manage and oversee the day to day running of the Client Experience team providing support and training in all service issues in line with company SLAs as a minimum requirement, ensuring client expectations are managed confidently and exceeded whenever possible. You will maintain the highest level of professionalism, whilst focusing on quick and efficient solutions. As a Client Experience Lead communication is key to delivering a world class service both internally and externally.
You will be a key advocate of everything Client Experience, always looking for new ways to improve our service as well as ensuring day to day operational responsibilities are achieved through regular 1-2-1's, the delivery of all team KPI's and performance in line with our company policy.
Day To Day Responsibilities
- To ensure that all client service issues whether verbal or written are dealt with in line with our core values, ensuring all our clients are Health Assured advocates.
- Ensure all service issues are logged and resolved within both client and departmental SLAs with a clear focus on retention, resolution and to act as a point of escalation.
- To manage attendance / holiday requests / return to work meetings along with day-to-day management of the CE team.
- Provide coaching, training, 121's, reviews, and appraisals with the team.
- To understand all our client databases and systems to support process improvements, growth, training, and development across the team and business.
- Maintaining a structured day to ensure activity KPIs are met, including monitoring, and coordinating all Client Services mailboxes and tasks.
- To undertake team quality assessments, reward and recognise, celebrating success and managing under performance.
- Ensure specialist roles within the team are supported and meet required targets.
- Preparation of internal reports in a timely and accurate manner.
- Liaising with Heads of service to ensure sharing of best practice and conforming to group policies and procedures, thus ensuring communication is kept open encouraging discussion of feedback, issues and ideas including discussions with any other associated departments within group.
What You Bring To The Team
- Excellent attention to detail and a real passion for problem solving.
- A "can do" attitude, a thirst for knowledge and the ability to communicated knowledge effectively witin the team.
- Excellent standard of communication with experience in various channels.
- Ability to manage your own time and workload confidently.
- Be the first point of contact for resoltion with both client and internal stakeholders.
- Be able to challenge and influence at a senior level, confidence is key.
- Have a solution focused approach, pro-active and self motivated attitude towards working to deadlines.
- High level of computer literacy (MS Office, Word, Excel and Powerpoint)
- A dynamic and flexible approach, as well as the ability to work well under pressure.
Benefits
- 25 days' holiday, plus bank holidays
- Day off on your birthday
- Cash plan for you (and your children, if any)
- Holidays increase after 2-and 5- years' service
- Contractual sick pay
- Private medical insurance after 5 years' service
- Pension Plan and Life Insurance
- Pension plan contributions increase after 5- and 7-years' service
- Holiday season bonus after 3 years' service
- Profit share scheme
- Season ticket loan scheme
- Cycle to work scheme
- Access to Employee Assistance Programme
- Free breakfast every Monday and social sessions on the last Friday of the month with free food and drink - we call this Fab Friday!
- Company incentives, access to discount schemes
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