Customer Service Team Leader

Posted 12 April by Reed Featured


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

Application question

Are you a driver and able to commute around East Kent?

Reference: 34390180

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