Customer Service Team Leader

Brookwood Recruitment Limited
30,000 + Excellent benefts
10 Aug 2017
17 Aug 2017
Contract Type
Full Time
A blue chip private sector organisation who provides a wide range of services to public and private sector is seeking a Lead Administratorto join their expanding busy team on a full time permanent basis in Birmingham. You will be joining a truly global group, who as a combined business, employ c70, 000 people and turnover in excess of £5 Billion.

The role

The Customer Relations Team Leader will report to the Customer Relations Manager. The position holder will assist the Customer Relations Manager in the the day to day management of the Customer Relations team. This will involve performance management against contracted KPIs and SLAs, people management, client relationship management and internal stakeholder management.

As part of their role, the TL will manage and handle high profile, complex and sensitive complaints. They will ensure all complaints are effectively and robustly investigated and responded to within service standards. They will communicate with complainants as appropriate during the complaint management process.

The successful candidate will be able to demonstrate they are an effective leader, understand the role of the Customer Relations Case handlers and be able establish and maintain successful working relationships. They will be an effective communicator at all levels.

Dimensions / Key Accountabilities

- To lead a team of Complaint Case Handlers
- Plan workflow allocation to achieve performance service levels
- Build and maintain a successful working relationship with the Client
- When required to, be able to investigate complex and escalated complaints in accordance with ourservice standards
- Undertake quality and consistency checks of Case Handler output.
- Provide coaching and tuition to the team to ensure their development
- To receive and respond professionally and appropriately to complex, sensitive and often contentious verbal communications
- To act as a key contact with external bodies and facilitate data information requests ensuring that all statutory timescales are achieved
- Assist the Customer Relations Manager in the delivery of projects aimed at continuous service improvement activities
- To ensure accurate record keeping and reporting
- To take part in awareness raising training, education and events to promote complaint handling
- Act as Deputy for the Customer Relations Manager
- Any other duties as may be necessary which are commensurate with the level of the post

Desirable Skills and Experience

- Demonstrate being an effective team leader
- Coaching and development of team
- Experience of effectively managing HR issues
- Experience of working within a complaint handling role
- Excellent customer service skills; both written & verbal
- Strong organisational, prioritisation & planning skills
- Leadership & motivational skills
- Able to work to strict deadlines
- Excellent listening & empathy skills
- Strong IT skills with the ability to produce reports demonstrating analysis & interpretation of data.
- Analytical skills
- Preferably degree educated
- GCSE/O Level Maths & English Grade C or above
- At least 1 year minimum relevant experience.

Personal Attributes:

- Able to work as part of a team & independently
- Adaptable to change
- Able to deal with difficult, challenging conversations
- Well established verbal, written, and basic word processing communication
- Organisational and administrative skills geared towards meeting deadlines and handling uneven workloads.
- Displays confidence and ability to effectively handle a range of personalities.
- Demonstrate maturity in dealing and resolving conflict.
- Proactive and able to complete tasks within specified time-scales.
- Professional, positive and proactive attitude.
- Excellent time management.
- Desire and will to progress and succeed.
- Innovative and able to implement new ways of working

salary 30k + 23 day holiday and excellent benefits, if you have the experience for this role please apply today

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