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Job Purpose:
You will lead Leading teams in an omni channel environment to exceed SLAs, improve voice of customer metrics though continuous improvement and deliver first class customer journeys for our policyholders
Main Accountabilities:
- Responsible for training and coaching team members
- Leading teams daily, circa 12 employees
- Providing an excellent customer experience and responding to escalated customer queries, to resolve any issues as high priority
- Contributing ideas for continuous improvement
- Provide timely feedback to teams and deliver one-to-one coaching
- Reporting updates to the business on team progress
- Regular, documented one-to-one performance review meetings
- Ensure Quality Assessments are reviewed with every colleague when received
- Collaboration with other areas of the business to exceed company goals and objectives
- Developing and monitoring KPIs
- Resource management
- Mentoring
- Must have led teams in an FCA environment
- Excellent communication skills
- Meticulous
- Strong team player
- Great organisation skills
- Proactive approach
- Able to use own initiative
- Willingness to take on a variety of tasks
- Ability to prioritise workload and organise time efficiently
Please contact Gemma Lawrence at Meridian on 07876 250 447 to apply and find out more or email
Meridian Business Support is a recruitment specialist acting on behalf of our client as an Employment Agency for this vacancy.
