SALARY: £21,000 - £25,000 DEPENDANT ON EXPERIENCE
Location - Hull City Centre
The Team Leader is responsible for the management of the Claims / Customer Service Team, working as part of and supervising the claims team to deliver the highest possible standards of customer service.
Our clients are able to offer solutions and the highest levels of service which has made repair centres synonymous with excellence
Our client delivers a flawless service back to the customer, our client understand the importance of providing reassurance to all customers.
Your key responsibilities of being a Team Leader:
" Implementation of full training package
" Identify potential company training requirements which would assist in the reduction of repeat failures
" Ensure that your team and yourself are kept fully up to date with new and amended SLA's
" To record all client issues and feed back to your Line Manager and Account Managers where necessary
" Act as a first level point of contact for network members, clients, suppliers, customers, partners and your team
" To receive incoming calls and emails and act promptly, dealing with all enquiries or actions in a professional manner
" Ensure that everyone within the team are responsible for answering calls within targeted timescales
" Monitor KPI and targets
" Monitor email inboxes to ensure they are actioned within agreed SLA
" Report on telephone and email performance to your Line Manager
" Audits with the Line Manager
" Ensure accurate deployment of claim notifications via rules driven in house management system, and within internal and external SLA's
" Manage customer complaints in line with company policy
" Ensure that everyone within the team are responsible for processing and resolving expressions of dissatisfaction within FCA guidelines and internal/external SLAs
" Liaise with other departments to seek assistance and resolution where required
" Provide structured reporting for analysis and management of the department
" Undertake staff performance audits, monthly staff reviews (one to ones) and annual appraisals. Provide feedback to the staff member and provide overview reports to Line Manager
" Chair monthly team meetings
" Administer scheduled break rotas and holidays to ensure service levels are not affected
" Promote security in and outside of the business at all times.
" Adhere to stated Company Policies and Procedures.
" To promote our business and that of our clients by providing exceptional and friendly service at all times
" The completion of duties as required from time to time by the Management Team
Key Skills required:
- Can do attitude with the ability to take a solution based approach
- Management experience
- Previous experience working with KPI/Targets
- Decision Maker
- Good planning and organisational skills
- Excellent telephone manner
- Excellent supervisory and coaching skills
- Ability to work to agreed deadlines and targets and objectives
If you feel you have the above skill set then please apply now. We will contact you if your CV has been selected.
Do not miss out on the excellent opportunity.