Customer Relations Team Leader

Prestige Recruitment Specialists
Hull, City of Kingston upon Hull
16 Jun 2017
16 Jul 2017
Contract Type
Full Time
Prestige Recruitment Specialists are currently recruiting for an experienced Team Leader to work within a large Financial Services company based in Hull. The successful candidate will have experience coaching a team to deliver business and hit targets.

Main Duties:
• Delivering department SLA’s, ensuring all compliance and efficiency targets are met
• Identifying performance targets and conduct the required interventions in response to audit findings
• Understanding compliance- conducting risk obligations
• Coaching the team to respond to complaints effectively and set affordable payment arrangements
• Maintaining expected team standards and ensuring best practice
• Conducting all management related activity including disciplinary hearings, attendance reviews, returns to works, flexible working requests and performance improvements
• Working proactively and constructively with other company stakeholders to establish department compliance
• Communicating effectively with the team, conducting regular briefings and leading team meetings
• Planning and conducting case audits monthly, effectively recording results
• Conducting regular appraisals with all team members
• Reviewing, planning and conducting interventions with regards to performance
• Updating bespoke systems
• Attending appropriate business calibrations when required
• Review and agree overtime
• Supporting the business first line queries on complaint handling
• Supporting client visits an representing the company
• Supporting with recruitment as required

• Experience coaching and improving performance
• Ability to communicate and influence a team
• Experience with effective complaint handling
• Ability to organise, deliver and document structured coaching on complaint handing
• Previous experience resolving escalated customer queries
• Ability to work on own initiative and as part of team
• Microsoft office proficiency

Salary- £21,868 PA
Hours- Full time, Monday- Friday
Employment Type- Permanent

Please call Alice at Prestige Recruitment Specialists for more information regarding the role, telephone (Apply online only).
Prestige Recruitment Specialists Ltd are acting as an employment agency working on behalf of the client. Your application will be given consideration and a shortlist of applicants will be submitted to our Client.
If you have not heard within 7 days, you have been unsuccessful on this occasion. Prestige Recruitment Specialists Limited is an award winning independent recruitment agency that has been firmly established for over 25 years within Yorkshire and Lincolnshire