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Customer Service Team Leader
- Posted By: JHR
- Address:
- Contact: 0113 383 3738
- Date Posted: 4th Dec 2008
- Salary: £18,000-£20,000
- Location: Leeds
- Reference Code: PB/2590
- Views Since Posting: 6
- Full Description:
We need highly skilled communicators (both written and verbal) for a challenging customer service role for our friendly offices in LS1. You should have line manager and back office experience and be able to assist team members with their responses to letters and all other aspects of their work. You should be a confident and outgoing character and successful applicants can expect a salary of £18000-20000 plus numerous other benefits including a 2.5% bonus
MAIN PURPOSE OF JOB:
To monitor the performance of the customer service team and to coach, motivate and mentor all staff to ensure all mail and resulting queries are handled effectively and efficiently to provide the business with maximum collections opportunities.
KEY RESPONSIBILITIES
To manage the day to day team performance of the Customer Service team.
To allocate work/ensure staffing levels and resources are in place to deliver all KPIs and service levels.
To lead, manage and develop the team of administrative staff and undertake one to ones, performance reviews and training.
To work with the Quality Manager to ensure that quality monitoring is carried out and that any necessary performance improvement plans are put in place.
To maximise performance of the imaging and workflow system.
To work closely with the Client Service Team Leader to ensure queries are responded to promptly.
To ensure that legal/regulatory service levels for CCA and DSA requests are achieved.
To maintain documentation for all customer service processes.
To support the Customer Service Manager in the development and implementation of process controls and improvements.
EXPERIENCE
•Previous line management experience is essential.
•Previous experience in a back office environment is preferred.
•Previous experience in a customer service department is desirable.
QUALIFICATIONS
•Educated to GCSE standard or equivalent or qualified by experience.
SKILLS
•Must be customer focused with excellent verbal and written communications skills.
•Problem solving and decision making skills.
•Computer literate and proficient in the use of Excel.
•Ability to work under pressure to meet deadlines.
•To deal with issues in a logical and organised manner.
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