Customer Service Team Leader

Page Personnel Finance ,
Cardiff, South Glamorgan
More Details
Job Type: Full-time
Salary: £28,000 per annum

Overview

Do you enjoy driving continuous change and managing a customer service team? Would you like the chance to work for a multi-national company that values it's employees? If so please apply below: Client Details This FTSE 100 business function within the Financial Services industry and are constantly aiming to provide their customers with market leading service as well as valuing and supporting their employees. They're looking for someone to join their successful and friendly team in the Cardiff. Description Provide inspirational leadership and management on an individual and team basis, through developing, coaching, empowering people and addressing performance issues so that individuals, and the team overall can consistently meet and exceed quality, quantity and service objectives Deliver a consistent and fair service to all customers, ensuring that customer processes are reviewed regularly and that the root cause of customer problems are resolved to ensure a positive customer outcome, thereby reducing process failures and ensuring controls are proportionate to the risk posed. Proactively manage the team around the flow of work, utilising and analysing management information on service, customer satisfaction, individual capability, customer processes and costs, so that the team work effectively and efficiently, and a cost effective quality service is delivered to the customer, with prompt resolution of issues and required change Actively manage your own development in order to maximise your own potential and contribution to the Workplace DC pensions area, gaining and maintaining competent status as an Overseer, in a programme of continuing professional development at all times Follow procedures and use management information to manage operational and people risks through OneSumX, and ensure compliance with legal and other regulatory requirements (e.g. fair customer treatment, data protection, fraud/money laundering, communication/financial promotion standards, breach reporting, complaint identification and actions from internal audits). Manage the team in accordance with the Company's policies and procedures, including the partnership Agreement, so that the team's business objectives are achieved consistently Deputise for the customer service manager in their absence, judging what you can take responsibility for, and on their behalf make confident and competent decisions on these to ensure that customer servicing continues unhindered. Develop and maintain active working relationships with all stakeholders, to facilitate informed development of the team and function. Represent the area and use opportunities to truly promote the department as a centre of excellence. Challenge processes and drive continual improvements to meet performance targets and produce robust management information. Profile Previous Team Management experience Approachable and professional personality Experience of managing within a Customer Facing environment Ability to respond quickly to the changing needs of our client base Understands the impact of regulatory issues, complies with them, and addresses any concerns around processes Understand the department business resumption plans and the ability to implement as necessary Experience within an FCA regulated business Good working knowledge of Financial Services sector and environment Job Offer Exposure within a niche department Hands-on training Generous benefits package Excellent opportunity to progress in your career Salary: £28,000 - £35,000

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