Customer Service Team Leader - Floss Agency : Job Details

Hybrid working available

Plus Annual Bonus up to 10% of salary

This is a great opportunity to join a well established business and be an integral part of the team. Supporting the CSM you will have the responsibility of supervising a team of 10 customer service administrator colleagues.

Key Responsibilities & Duties

 Manage the day to day duties in accordance with agreed service level Review, monitor and maintains quality controls of the teams work, providing feedback Identify and provide training required by the team Regularly assesses the performance and behavioural competencies of team members Reviews objectives and creates training and development plans Deals with customer complaints Continuously improves and automates administration processes Ensures procedures are up-to-date and fit for purpose Works within agreed process and payment authority levels Manage business practises, processes, changes and risks Completes administration tasks as and when required

Knowledge, Skills & Experience

2 years’ customer service Team Leader experience within an office or call centre essential Achieved or willing to undertake a Level 3 award in Financial Administration Strong written and oral communication skills Experience of planning, monitoring and controlling work Experience of motivating, coaching and developing a team Good organisation skills and ability to prioritise to meet business deadlines Good interpersonal skills Able to identify and assess risk in a customer services environment

Working 35 hours per week - Monday to Friday - 0815 - 1600 and 0915 - 1700