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Customer Services Team Leader

Bromley, Kent

Up to £30,000 per annum

Full time

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:

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Managing the day to day duties in accordance with agreed service levels

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Reviewing, monitoring and maintaining quality controls of the teams work, providing feedback

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Identifying and providing training required by the team

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Regularly assessing the performance and behavioural competencies of team members

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Reviewing objectives and creating training and development plans

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Dealing with customer complaints

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Continuously improving and automating administration processes

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Ensuring procedures are up-to-date and fit for purpose

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Working within agreed process and payment authority levels

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Managing business practises, processes, changes and risks

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Completing administration tasks as and when required

What we require

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Demonstrable customer service Team Leader experience within a call centre environment.

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Experience of planning, monitoring and controlling work

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Experience of motivating, coaching and developing a team

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Good organisation skills and ability to prioritise to meet business deadlines

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Able to identify and assess risk in a customer services environment

What we offer you

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Up to £30,000

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25 days holiday plus bank holidays

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Contributory Pension scheme

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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.

About us

Foresters Financial is not your typical financial services provider. Those who join our purpose-driven organisation enjoy a culture of collaboration, creativity, and mutual respect and are challenged to do their best to make a difference every day. We help everyday families achieve their financial goals and make a lasting difference in their lives and communities.

What we do

We help everyday families achieve their financial goals and make a lasting difference in their lives and communities. We will continue to do this by employing enthusiastic and talented Financial Advisers working across the country and equally talented people to be based at our Head Office in Bromley