Customer Service Team Leader/Manager

Start date: ASAP
Duration: 12 months
Rates: Competitive

Role 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 we do. Achieving/exceed the business objectives at the right cost.

*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 our 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. Lessons are learnt and changes implemented to improve the service.

Skills:
*Strong ability to connect with audience when communicating, both written and verbal.
*Strong ability to engage people
*Strong interpersonal skills and the ability to create an environment that delivers excellent customer service.
*Excellent planning and organisational skills.
*Strong influencing and negotiating skills
*Good project management skills.
*Excellent customer focus skills.
*Ability to build partnerships both internally and externally with key stakeholders.
*Strong process improvements skills with a minimum of yellow belt accreditation.
*Strong ability to value diversity.
*Strong self awareness of own strengths and capabilities

hy-phen Limited is acting as an Employment Business in relation to this vacancy.