Customer Services Team Leader

CUSTOMER SERVICES TEAM LEADER

£25K - £35K DEPENDENT ON EXPERIENCE

A dynamic financial services business based in Bath is looking to recruit a new Team Leader within their Customer Services Team. This will on a 12 month fixed term contract basis to cover some project work within the team. The purpose of this role is to manage and develop a team of Customer Service Assistants to work towards business objectives.

Responsibilities

- Managing a team of 8 staff. Allocating their work load and measuring their performance
- Monitoring quality, managing risk and developing and implementing process improvements to drive operational efficiency
- Motivating and developing individual team members
- Carrying out regular staff appraisals
- Working with individual team members to create achievable training and development plans
- Identifying recruitment needs
- Producing and analysing relevant MI to identify trends
- Regularly reviewing and updating procedures to reflect changes in process

Experience/Qualifications

- Experience of leading a team within client or customer services
- Previous financial services experience is essential
- Experience of working within a regulated environment
- Experience of performing 121s and staff appraisals is required
- Proven track record of working accurately within defined processes
- A positive attitude to motivate, coach and mentor others to achieve key targets and goals
- Rapport building, influencing and negotiation skills