12 month FTC
What will I be doing?
1. Work with the Referencing management team and the wider business to continually review our customer proposition and suggest improvements to process
2. Identifying and resolving issues within the team, addressing complaints, and ensuring smooth operations.
3. Delivering excellent customer service, addressing customer issues, and ensuring customer satisfaction.
4. Recognise training needs for individuals and coach and develop the team to deliver their optimum performance, targets and increased productivity
5. Motivate and inspire the team to achieve targets through effective leadership, utilising the employee engagement survey and staff morale survey to demonstrate improvement
6. Deliver agreed monthly service levels through effective resource management and supporting the department line balancing where required
7. Deliver a monthly team quality score of at least 85%
8. Ensure that team members are kept up to date with product and procedure changes and are informed of the objectives and standards expected by the company
9. Facilitate motivational and inspirational team huddles/team meetings to discuss current issues, provide updates and to build and motivate the team to work as one unit
10. Hold effective and developmental monthly 1 to 1 meetings which include setting and monitoring SMART objectives
11. Collabora...