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Customer Service Team Leader
Location: Winnersh
Salary: £33,000-£36,000
My client who are based in Winnersh are seeking a Customer Service Team Leader to join their fast growing team. The role of the Team Manager is to manage and support a Client Services Team in providing exceptional servicing to a portfolio of clients. The Team Manager will be the first point of contact for the team and will be expected to have the skills and knowledge to understand and resolve any issues that should arise
Duties and Responsibilities:
To assist team performance by regular communication with colleagues and manager to establish and raise concerns and provide solutions.
To ensure that the client services team are adhering to all processes and Service standards assigned to them.
To deal with HR issues that arise within your team with the support of your line manager.
To be responsible for monthly 121s, midyear and annual performance reviews with your team.
Ensuring proactive recruitment - interviewing, note taking, processing applicants, confirming offers and onboarding new staff members.
Effective management of leavers process within team.
Monitor and maximise the performance of your team to ensure excellent service provision and retention of clients.
To work as part of Client Services Management Team to support the department goals & also other departments as and when relevant.
Maintain own self development and where possible attend staff training arranged by Sales/Client Services Team & recognise the need for training within own team.
Develop, maintain and cultivate a constructive and professional relationship with Sales Consultants, Clients and Insurers at all levels.
Provide a proactive professional telephone handling service for both internal & external calls including insurers, clients and colleagues.
Receiving complaints and escalating as appropriate.
Manage workloads including delegation of work to team.
Provide technical support & guidance for team members.
Provide training for new starters and existing team members where required.
Be an escalation point for the team and be on hand to support with client queries at all times.
Benefits
Holiday entitlement of 26 days plus bank holidays
Career prospects
Gain CII or ACII qualifications to boost your knowledge and career prospects
Pensions scheme for when you feel its time to retire
24-hour support for physical and mental wellbeing
1 days paid volunteering day to give back to our communities
The Spotlight Awards, where we shine a light on the brightest talent across our group
We offer genuine potential for both personal and professional development, come and be part of our story and help us shape our future.
