This is a fantastic opportunity for an inspirational Customer Services Team Leader/Manager who is a natural leader and encourages people to be their best and has previous experience within a business to business environment.  The organisation are a growing and progressive company who are striving to provide an excellent service to both internal colleagues and external clients.  Responsibilities will include managing, developing, guiding and coaching a team to ensure they are proactive, positive, versatile and adaptable to the changing needs of the business. 

Skills, attributes and duties:

-             Encourages open and honest channels of communication within the business

-             Maintains consistent and positive communication throughout the team, keeping things simple

-             Ensures SLA’s are continually reviewed and met with optimum levels of quality and service delivery

-             Produces SLA reports

-             Complies with all regulatory and legal requirements

-             Establishes and maintains quality standards through call listening, feedback, training and performance management

-             Ensures claims are adjudicated in accordance with coverage and Underwriter’s expectations, monitoring claim spend

-             Coach and train staff to ensure they have the appropriate knowledge to assist with all types of customer service queries

-             Inspires, coach and train the team to optimise performance and be their best

-             Provides service excellence and is customer centric

-             Thrives working within a target driven environment

-             Takes a creative and innovative approach to managing performance and improvements

-             Commits to continually improving processes

-             Adheres to processes and procedures

-             Effectively manages  the performance process and ensures issues are investigated and dealt with fairly, effectively and empathetically

-             Encourages clear channels of communication with other departments and the sales team

Skills & Competencies:

-             Excellent communication

-             Innovative, creative, and inspiring

-             Customer centric

-             Able to negotiate and influence

-             Positive, proactive, and committed to continual improvements

-             Confident and effective making decisions

-             Effective resolving issues and reaching positive outcomes

-             A natural leader who enjoys developing people

-             Confident raising team morale

-             Adaptable within a new, fast changing environment