CUSTOMER SERVICES TEAM MANAGER | ref. MF333
Reporting to the Head of Customer Services, this position is primarily responsible for the day to day management of the Contact Centre team providing a pro-active, customer focused service.
The main duties are to:- Ensure that telephone calls and customer enquiries are answered effectively and accurately within our agreed service standards. Ensure that online access/queries for customer and brokers are addressed in a timely manner. Manage and develop the team effectively. Ensure that team members receive work that is within their capability. Regular team meetings to manage performance. Regular 1-2-1’s and 6 monthly appraisals held. Productivity and deadlines met. Knowledge spread across the team ensuring adequate cover is maintained. Ensuring the team is kept up to date with any regulatory changes and are able to incorporate these changes in their procedures.
The successful candidate should have: Ideally a minimum of 2 years management experience. Considerable experience within a financial services environment. Be highly organised and have the ability to multi-task. A high level of attention to detail. Strong organisational skills. Excellent written and verbal communication skills.
Our client is looking for someone with a willingness to manage a large and busy team, ensuring telephone calls and associated administrative tasks are accurately processed.
To discuss this role further please email your CV to email@example.com or call us on 01624 698900, quoting reference MF333.