Customer Services Team Leader

A customer service team leader with Foresters you will be responsible for assisting in managing our claims team with administrative support services for our customers, from initial contact through to the end of the contract terms. You will support the Customer Services Manager in developing the team of 10 Administrators.

Your role will involve:

• Managing the day to day duties in accordance with agreed service levels
• Reviewing, monitoring and maintaining quality controls of the teams work, providing feedback
• Identifying and providing training required by the team
• Regularly assessing the performance and behavioural competencies of team members
• Reviewing objectives and creating training and development plans
• Dealing with customer complaints
• Continuously improving and automating administration processes
• Ensuring procedures are up-to-date and fit for purpose
• Working within agreed process and payment authority levels
• Managing business practises, processes, changes and risks
• Completing administration tasks as and when required

What we require:

• Demonstrable customer service Team Leader experience within a call centre environment.
• Experience of planning, monitoring and controlling work
• Experience of motivating, coaching and developing a team
• Good organisation skills and ability to prioritise to meet business deadlines
• Able to identify and assess risk in a customer services environment

What we offer you:

• Up to £30,000
• Contributory Pension scheme
• Life cover

Working hours are 35 hours a week Monday to Friday on a weekly rotational basis, 8.30 – 16.15 and 9.15-17.00. After an initial training period, there will be the opportunity to work up to two days from home.