Customer Service Team Leader

Recruiter
Reed
Location
Tilmanstone
Salary
£25,812 per annum
Posted
23 Apr 2018
Closes
30 Apr 2018
Contract Type
Permanent
Hours
Full Time
A fantastic opportunity has arisen at a key client of mine based in Dover for a Transaction Team Leader to join an expanding team on a fixed term contract of 3-6 months. Job Spec: - To lead, motivate and support a team of customer transaction officers to deliver a high quality, high performing service that provides transactional and administrative support for crucial business areas. - Coordinate and support the team to engage and complete transactions at the earliest opportunity. Ensure an attention to detail and process that allows transactions to be prioritised and completed in a timely manner to contribute to improved customer service and maximise KPI performance. - To oversee and coordinate the workload of the team on a day to day basis having regard to resources and priorities, and determine work methods to ensure service objectives are achieved. - To manage, coach, develop and appraise the team ensuring they are equipped to deliver a high quality, efficient and effective service that is continuously improving and highly responsive to internal and external customers needs. - To monitor and manage individual and team performance and report against assigned KPIs, progress on delivery of service improvement plans and develop a strong performance culture within the team. - To ensure that service standards are consistently complied with and that team members are aware of their responsibilities. Identify areas of non-compliance and make recommendations for change and improvement. - To work in partnership with relevant teams and ensure that customer contact is resolved where possible at the first point of contact. - To work with the other teams to deliver effective local and wide support services. - To be accountable for the monitoring and delivery of delegated budgets, ensuring value for money is achieved. - Identify improvements to the services we provide to customers or the way the team works. - Make suggestions to improve efficiency to Operational Managers. - Manage Customer expectations on behalf of the business and sign-post to other agencies where Customers can find support where appropriate (e.g. Police, Local Authority services, Utility Providers etc.) - Undertake any other duties that are appropriate and commensurate with the grade of the post as may be required by service demands to ensure the effective operation of all services. - The Post holder will be willing to travel across locations In Dover, Shepway, Canterbury, Thanet and Aylesham. Reed Specialist Recruitment Limited is an employment agency and employment business

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