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Customer Care Team Leader

Slough, Berkshire
Job Type
21 Sep 2022
A fantastic, financial services organisation, based in Slough is looking for a Customer Service Team Leader to work closely with a Customer Care and Collections Manager to ensure the best delivery in service to their customers. Previous experience as a Team Leader within financial services or automotive would be beneficial. PRINCIPAL ACCOUNTABILITIES: Support the team of Customer Care specialists with day to day activities. Carry out formal quality assessments against pre-determined departmental standards and provide appropriate coaching to Customer Care Specialists. In conjunction with the Customer Care Manager carry our regular one to one performance review meetings. Ensure the Customer Care Team adhere to formal FCA and regulatory processes and policies. Identify training needs for the team of Customer Care Specialists. Act as escalation point for Customer enquiries and points of contention in the event they cannot be resolved by the Team Members. Support the achievement of Service Centre targets by taking Customer Calls at peak call times Provide the necessary management information reports detailing key volume and performance metric information to the Customer Care Manager Ensure relevant statistical information is produced, collated and analysed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements. Decrease turnaround times, streamline work processes and work cooperatively. Skills/Experience Experience in the automotive or consumer finance industry preferred Previous experience in a Team Leader position preferred
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  • Job Reference: 717933205-2
  • Date Posted: 21 September 2022
  • Recruiter: Hamlin Knight
    Hamlin Knight
  • Location: Slough, Berkshire
  • Salary: On Application
  • Sector: Accounting
  • Job Type: Permanent