Customer Service Lead

A Leading financial service are looking to hire an experienced Customer Service Lead.

Essential
Experience

Past experience Leading a team is essential
Experience of using MI to support and improve service delivery
> Significant Experience of customer service environments, preferably in Financial Services
Knowledge
> Relevant professional qualification (Six Sigma, PRINCE2 etc) or graduate calibre
Working knowledge of industry best practice, good network/links with external bodies and individuals on
the same field
>Able to demonstrate that they have lead a team of 10 plus with results
Have experience of driving team activity
Analytical
Financial background will be beneficial
Able to deal with difficult situations
Compassionate and resilient
Able to conduct performance management
Identify training needs
Conduct daily/weekly 121's

> Detailed knowledge of the firms products, systems and distribution
> Understanding of the Statements of Principle and Code of Practice
> Working knowledge of life and pensions products, markets and competitors
> Working knowledge of financial services regulatory and legislatory frameworks