Customer Service Team Leader

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    Jobs in Poole, Dorset

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    Customer Service Team Leader SALARY: £30,000 - £35,000 Per Annum

    Perm FT
    REF: Customer Service Team Leader

    Our Client is looking for an experienced Team Leader, to lead and develop a customer focussed team.
    You will manage workflow and resources to ensure the delivery of good customer outcomes and experience to achieve key performance indicators.
    You will embed best practices through control and continuous improvement and contribute to the shape of strategic initiatives to ensure a customer centric experience is achieved.

    Main Responsibilities:

    • Promotes positive customer experience through relationship aligned to brand values.
    • Responsible for team performance against quality and service delivery standards.
    • Effective use of MI to inform workflow planning and decision making.
    • Manage processes effectively and compliantly. Responsible for process, procedure and people remaining compliant with the governance and controls framework.
    • Responsible for individuals contribution and performance through SMART Direction process.
    • Inspires individuals to achieve excellent performance through personal leadership and behaviours.
    • Develop culture of continuous improvement, focused on enhancing the end to end customer experience.
    • Recognises and rewards contribution of team, maintains culture and element of fun.
    • Engagement on business strategy and how it could impact team and customer outcomes, influencing product and proposition requirements in a way that strikes a balance of customer centricity, innovation and efficiency.
    • Facilitates change through personal commitment and ownership of initiatives.
    • Evolve resource and team model in line with changing business needs.
    • Provide regular updates and reporting on the state of play with early warning of problems.
    • Resolve complex issues using commercial and business awareness.
    • Maintains an appropriate level of functional and technical expertise.

    The Company specialise in Auto enrolment and Pensions, supporting large businesses with this.
    Experience in the Financial Services industry and pensions knowledge is required. You will have experience of managing people and workflow to a set of standards and controls and have strong interpersonal, people and influencing skills. Experience within a customer service, customer contact environment is also beneficial

    The Company are based in Poole, driver would be desirable however it is close to public transport, parking is free, onsite. They are a growing professional Company with a lovely working environment.
    Monday to Friday, 9am - 5pm, salary £30,000 - £35,000 and other benefits include:

    - 25 days holiday per year plus Bank Holidays
    - Auto enrolment Pension scheme. The company matches your contributions up to 5%.
    - £500 personal training budget per year to spend on courses or conferences.
    - Health Insurance
    - Childcare vouchers.
    - Cycle to work scheme.

    Additional info

    • LOCATION: Poole, Dorset
    • CONSULTANT: Helen Wright
    • TYPE OF WORK: Customer Services