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A customer service team leader with Foresters you will be responsible for assisting in managing our Administration team with administrative support services for our customers, from initial contact through to the end of the contract terms. You will support the Customer Services Manager in developing the team of 6-12 Administrators.
Your role will involve:
Managing the day to day duties in accordance with agreed service levels
Reviewing, monitoring and maintaining quality controls of the teams work, providing feedback
Identifying and providing training required by the team
Regularly assessing the performance and behavioural competencies of team members
Reviewing objectives and creating training and development plans
Dealing with customer complaints
Continuously improving and automating administration processes
Ensuring procedures are up-to-date and fit for purpose
Working within agreed process and payment authority levels
Managing business practises, processes, changes and risks
Completing administration tasks as and when required
What we require
Demonstrable customer service Team Leader experience within a call centre environment.
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
Able to identify and assess risk in a customer services environment
What we offer you
Up to £30,000
Contributory Pension scheme
Life cover
Working hours are 35 hours a week Monday to Friday. Working hours are on a weekly rotational basis, 8.30 – 16.15 and 9.15-1700. After an initial training period they will be the opportunity to work up to two days from home.
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