Customer Service Team Leader

Customer Services Team Leader - Financial Services/Banking/Insurance Experience - Reading 6 months initially, Competitive rates.

Job Purpose:
Inspire, connect, developing and leading a team of people to deliver consistent levels of excellent service with the customer at the centre of everything you do. Achieving/exceed the business objectives at the right cost.

Key Duties:
Responsible for leading and inspiring a team of 12-15 people to deliver service excellence.
Developing and nurture relationships with key stakeholder internally and externally.

Accountabilities/Responsibilities
*Create and nurture an open and honest environment that encourages and supports the delivery of excellent customer service.
*Connect and Inspire with people to encourage continual development and improved capability.
*Champion change and take personal responsibility for driving change forward.
*Constructively and continually challenge the way we work, generating new ideas and take them from concept through to delivery.
*Deliver consistent levels of service today while planning and considering the requirements for the future.
*Responsible for operational risks and controls to ensure these are compliant with regulatory, legislative and internal requirements.
*Deliver cost challenges within area.
*Actively engage with other areas in operations and the business to improve the client's service proposition and promote "one team" ethos.
*Develop and build successful partnerships with key stakeholder, both internally and externally, that add value to our business.
*Responsible for complaints within team ensuring these are resolved to an acceptable outcome in line FSA guidelines.
*Ensure all team members have clear objectives and Performance Development Plans and understand how these align to the UK strategy
*Manage workplace issues in a timely and legally compliant manner whilst maintaining and a fair and reasonable approach
*Be able to apply HR policies and practices in order to meet the needs of the business whilst being consciously aware of the customer experience
*Be aware of your responsibility as a first line manager for the health and safety of your team and be able to deploy that responsibility where appropriate
*Champion treating customers fairly to ensure the customer is at centre of everything we do.
*Communicate clearly and influentially, in a way that engages people so they can see how what they do fits into the bigger picture and how they can each make a difference to the success of the company.
*Display high levels of personal integrity at all times in personal and business interaction.
*Maintain and update strong knowledge and understanding of the financial services industry and marketplace to add value to the decision making process.
*Responsible for achieving and maintain competence under N2 guidelines for self and others.
*Develop and deliver business plan that bridges the gap between local plan and higher customer service business plan.
*To demonstrate a positive risk, compliance and control culture through the identification, assessment, monitoring and management of risks and issues within the business area, alongside ensuring timely and appropriate resolution of control weaknesses, actions and failures that arise.

hy-phen Limited is acting as an Employment Business in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.