Customer Service Team Leader

Itec Training Solutions Limited; Cardiff; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading training organization in Cardiff is seeking a Customer Service Team Leader to oversee and enhance the performance of the customer service team. Responsibilities include managing daily operations, ensuring timely and accurate data processing, and supporting team member development. Ideal candidates will possess strong organizational skills and have experience in team management, with a commitment to fostering an inclusive workplace. Join us for a chance to grow within an empowering company.

Benefits

30 days of annual leave

Health care scheme

Profit-sharing scheme

Life insurance

Employee of the month awards

Qualifications

• Experience leading a team to achieve performance targets.
• Ability to develop and implement training plans for team members.
• Strong organizational skills to manage multiple tasks.

Responsibilities

• Manage the customer service team to maximize performance.
• Ensure timely and accurate data entry for claims.
• Monitor staff performance and provide feedback.
• Identify system improvements to enhance team efficiency.

Skills

Process Management experience

Excellent organisational skills

Ability to effectively manage resources

Meet tight deadlines and manage multiple priorities under pressure

Proven ability to deliver results

Excellent communication and interpersonal skills

Work effectively within a team

Problem solving and innovation

Team Leader experience

Safeguarding & Prevent Knowledge and understanding

Estyn Inspection Framework

Knowledge of Safeguarding and Prevent

Job description

Overview

As a Customer Service Team Leader, you will provide effective and efficient customer service support for the customer service team, maximizing the performance of the department and the contracts they support.

Responsibilities

• Responsible for ensuring that all data required for claims is entered accurately and on a timely basis.
• Responsible for ensuring that non-conformance procedures are adhered to and reported to the Customer Service Manager in a timely fashion.
• Responsible for supporting with inputting data onto the claims database, ensuring accuracy and compliance of claims and that all paperwork is completed in an appropriate manner.
• Responsible for supporting with the production of weekly / monthly claims and submitting them by the appropriate deadline.
• Responsible for providing support to and aiding the development of the Customer Service Advisors in order that the output of the department is maximized at all times.
• Responsible for identifying improvements that can be made to systems and processes to ensure best use is made of available systems.
• To deputise for the Customer Service Manager in their absence.
• Accountable for managing the staff development plans of the department, providing quarterly reports for the Customer Service Manager.
• Responsible for managing the performance of departmental staff against agreed performance measures.
• Identifying and implementing training and development of the team.
• Responsible for the allocation of day-to-day duties to team members.
• Responsible for monitoring achievement of agreed performance targets and providing feedback to the Customer Service Manager on a regular and timely basis.
• Responsible for monitoring team members' absences and holidays.
• Responsible for assisting in the recruitment of departmental staff.

Qualifications and Skills

• Process Management experience
• Excellent organisational skills
• Ability to effectively manage resources
• Meet tight deadlines and manage multiple priorities under pressure
• Proven ability to deliver results
• Excellent communication and interpersonal skills
• Work effectively within a team
• Problem solving and innovation
• Team Leader experience (Desirable)
• Safeguarding & Prevent Knowledge and understanding
• Estyn Inspection Framework
• Knowledge of Safeguarding and Prevent

About Itec

At Itec, we put our employees at the heart of everything we do. As an employee-owned organisation, every team member plays a crucial role in shaping the future of our business. We foster a culture where each voice is heard, and every contribution is valued. We take pride in empowering individuals and businesses to thrive. Join us and become part of a company that is dedicated to your growth, well-being, and success.

Benefits

We offer several benefits, including 30 days of annual leave (rising with length of service), a health care scheme, a 35-hour work week, discounts for retail and gym membership, a profit-sharing scheme, life insurance, employee of the month awards, length of service recognition, and more.

Equal Opportunity and Recruitment

Itec operates as an equal opportunities employer. We welcome applicants from all backgrounds and ensure equal opportunities inclusive of gender, ethnicity, disability, or other protected characteristics. Apply early, as we may close the vacancy once we have enough suitable applicants. We encourage applicants to disclose any needs for reasonable adjustments during the recruitment process or in their role to help create an inclusive workplace. If you do not hear from us within two weeks after applying, please assume that your application was not successful on this occasion. If you're passionate about developing others and making a difference, we’d love to hear from you!