Client Services Team Leader

  • Location
    West Malling, Kent
  • Category
    Call Centre & Customer Service - Customer Service Manager
  • Contract Type
    Permanent
  • Industry
    Call Centre & Customer Services
  • External Reference
    JN-092019-92412
  • Salary
    25000 £ - 27000 £ / Year

Client Services Technician Team Leader


Kings Hill


£25,000 - £27,000 per annum.


Benefits: 22 days holiday + BH (increasing yearly with length of service up to 28days), Private Medical Insurance, Pension, Perkbox, Discounted products, Cycle to work scheme, Free annual eye test, Company events and more!


40 hours per week working a shift pattern: 1 Saturday per month, covering Monday - Friday 8am - 8pm, Saturday 9-5pm, and some bank holidays.


We have teamed up with a fast growing organisation based within Kings Hill, who are looking for a Client Services Technician Team Leader.


The Role:


Role Responsibilities:



* Managing and developing the team members to ensure they are effective
* Monitoring performance at team and individual level against the balanced score cards and taking the necessary actions to ensure that the team and team members are achieving their full potential
* Reviewing individual and team performance, identifying training needs and planning training sessions with the training team
* Coaching, motivating and retaining team members through coaching
* Conduct annual performance reviews and monthly 121's
* Identifying under-performance and taking remedial action
* Managing first stage performance management process
* Recognising discretionary effort and rewarding appropriately
* Ensuring adherence to working protocols and practices
* Liaising with team members to gather information and resolve issues
* Liaising with all other departments to resolve customer issues
* Maintaining up-to-date knowledge of industry developments such as compliance and treating customers fairly
* Planning and managing change


If you are able to identify natural leadership and mentoring skills and strive to deliver and lead by example we would like to hear from you. You will possess sound call centre experience and ideally have a background within Claims Assessing/Insurance.


Apply today for this unique role.



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