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Job Description

  • Job Reference:P966245LS_1628176202

  • Job Type: Permanent

  • Job Industry: Business Services

  • Contact Name: Lara Salmons

  • Job Location: London

  • Job Title: Team Leader - Client Experience

  • Job Salary: £25000 - £28000 Per Annum

Job Start Date: ASAP

Job Purpose

To deliver world class care to exceed our client’s expectations and provide support to our ever growing client base across Great Britain

Job Overview

The role requires you to excel in enthusiasm as part of our Client Experience Account Management team. Become the first point of contact for any issues or concerns raised whilst achieving and delivering excellence in service, by providing fast client focused solutions

Day-to-Day Responsibilities

* To be the key person for receiving requests from the team
* Managing attendance/holiday requests/return to work meetings etc
* Various daily/weekly and monthly reporting
* Management of the team and to ensure continuity when team manager absent
* Authorising credits/refunds
* Point of escalation for complaints
* Organising and Carrying out monthly 121s, call reviews and appraisals
* Ensure that the teams SLAs are met
* Carrying out any formal or informal meetings
* Analysing reports and data
* Motivate the team
* Supporting the team to meet their own individual targets
* Developing the team and always striving forwards to continuously improve
* Supporting the team manager in the running of the team

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

Job Goals and Metrics

* SLA Management of cases
* Individual target based on team performance
* Ensuring the department meets its targets

What you Bring to the Team

* A “can-do” positive attitude, a thirst for knowledge and the ability to communicate knowledge effectively within the team
* Ability to work in a fast-paced environment
* Strong organisation and time management skills
* A dynamic and flexible approach, as well as the ability to work under pressure.
* Adaptable to change
* Great communication skills – written and verbal
* Previous relevant team leader experience

Why Join our team?

This is a fantastic multi winning place to work if you enjoy being exposed to a wide variety of customer service issues across all different sectors. The office is fast-paced and busy so we look for a colleagues who have a positive and results focused attitude. Through training and development, we make sure that everyone who works here has the resources they need to build their career.

P966245LS

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