Customer Services Team Leader

Foresters Financial; Bromley; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

Foresters Financial is seeking a Customer Service Team Leader to manage and develop their administration team. This role involves overseeing daily operations, ensuring quality control, and providing training for a successful customer service environment. Candidates should have previous leadership experience within a call center and strong organizational skills, with a competitive salary of up to £30,000.

Benefits

Contributory Pension scheme

Life cover

Opportunity for remote work

Qualifications

• 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.

Responsibilities

• Managing the day-to-day duties in accordance with agreed service levels.
• Reviewing, monitoring, and maintaining quality controls of the team's work.
• Identifying and providing training required by the team.

Skills

Customer service experience

Team management

Organizational skills

Risk assessment

Job description

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A customer service team leader with Foresters you will be responsible for assisting in managing our Administration 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 6-12 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. Working hours are on a weekly rotational basis, 8.30 – 16.15 and 9.15-1700. After an initial training period they will be the opportunity to work up to two days from home.