Customer Support Team Leader (Hybrid)

  • Job Reference: AS/SE/CSTLH
  • Date Posted: 2 July 2024
  • Recruiter: KHR - Recruitment Specialists
  • Location: Sevenoaks, Kent
  • Salary: £34,000 to £37,000
  • Bonus/Benefits: + Competitive Benefits
  • Sector: Customer Service
  • Job Type: Fixed Term
  • Work Hours: Full Time

Job Description

Role: Customer Support Team Leader (Hybrid)
Location: Sevenoaks, Kent
Hours: 8am-7pm; Saturday 9am-1pm (Time Off in Lieu)
Type: 1 Year FTC
Salary: £34,000 - £37,000 per annum + Competitive Benefits

Commutable from: Sevenoaks, Tunbridge Wells, Tonbridge, Orpington, Swanley, Croydon, Dartford, Abbeywood, Maidstone, Gravesend and surrounding.

We are recruiting for a Customer Support Team Leader for a fantastic financial services organisation. We are looking for an experienced leader to join our client team on a 1-year fixed-term contract.

The Customer Support team is part of the wider Customer Management department and works closely with Collections, Recoveries, Customer Service and Complaints to provide excellent service to new and existing customers. We are looking for a Customer Support Team Leader who can deal with vulnerable customers, providing empathy and understanding every step of the way.

Duties:
- You will effectively support both the Customer Support function professionally and effectively, ensuring fair customer outcomes and ensuring that the performance targets are achieved and opportunities to improve are identified.
- Be the point of reference and support for the team.
- Training and ongoing coaching of new and existing employees.
- Holding and documenting probation & periodic performance reviews.
- Ensuring Rota and absence policies are adhered to and absence /timekeeping issues are recorded
accurately via People HR.
- Ensuring Customer Support's KPIs are met by utilising cover/shift patterns/holiday/leave.
- Screening / Interviewing and selection previewing of potential new candidates.
- Liaising closely with other departments as necessary.
- Adhering to company policies and procedures and maintaining updated documentation.


The Ideal Candidate:
- Demonstrable experience of managing high performing teams, or leading within a senior role, preferably within an FCA regulated environment however this is not essential.
- Good team player, flexible and able to work on own initiative.
- Strong interpersonal skills, able to establish effective working relationships at all levels.
- Comfortable identifying and raising issues, particularly where driving good outcomes for customers is concerned.
- Appreciates the importance of accuracy and attention to detail.
- Demonstrates a sense of urgency and good work ethic.
- Ability to work with competing deadlines and priorities.

Benefits:
- 25 days annual leave entitlement + additional day for your birthday
- Strong progression plans
- Private Medical Cover
- Life Insurance Cover
- Gym membership discount
- Car Scheme
- Premium Bonds for children
- Occupational Parental Pay
& More!

***Due to the remote location of the business you must hold a full driving licence with access to a vehicle to be considered for this role***

At KHR we take care to ensure that you are represented as well as possible so it is worth checking your CV for layout, spelling and grammar as well as making sure it is up to date before you submit. If you feel you need to highlight particular qualifications, skills or relevant experience with regards to a specific role then please add a cover letter or a preface page. This does not need to be formatted in the same manner. In addition, if your CV is heavy with graphics etc, please could you also submit a "clean" copy in Word. Thank you.

KH Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. KHR - Recruitment Specialists is a trading name of KH Recruitment Ltd Keep in touch with us online for job alerts, industry updates and market...