CUSTOMER SERVICES TEAM MANAGER JOB IN WIMBORNE

Our well-respected client in the Wimborne area are recruiting a new Customer Services Team Manager, responsible for managing the Customer Services Team. You will be responsible for ensuring the team provide excellent customer service and meet T&C requirements in line with the business’ standards. The Customer Service Team Manager will ensure that all activities within the team continuously adhere to internal procedures and regulatory requirements. You will also be accountable for the continuous development of colleagues in order to deliver positive member experiences whilst optimising productivity, efficiencies and team morale.

MINIMUM SKILLS REQUIRED:

• Strong communication skills are essential, both written and oral
• The ability to adapt to new systems and processes, and the aptitude to gain a key understanding to how they work
• Takes responsibility for providing a high standard of customer service for all customers
• Able to prioritise key tasks
• Attention to Detail

• Manage overall team performance, including monthly 1:1’s and performance related reviews with all direct reports
• Motivate colleagues to ensure optimum performance in the team
• Problem-solve and handle conflicts between employees
• Monitor the ongoing competence of the team, working closely with the Learning and Development officer and the Technical Administration Manager
• Continue to invest in team and own development via various forums
• Monitor KPI’s
• Coordinate workloads, planning and prioritising as necessary to ensure high quality and efficient service delivery at all times
• Responsible for ongoing compliance with all of the internal policies
• Adhere to procedures and advise customers accordingly
• Retain a comprehensive understanding of regulatory requirements as they pertain to the customer service function and keep abreast of developing regulatory changes ensuring plans are in place to achieve compliance within required timescales
• Ensure the production of any required departmental reports and MI on a timely basis
• Proactively provide feedback to the relevant stakeholders on current trends and customer themes
• Ensure continuous adherence to procedures, control and compliance/regulatory requirements
• Be aware of changes to risks relating to the department ensuring that these are regularly assessed, updated, and reported in line with risk management requirements
• Responsible for maintaining the department’s appropriate procedure and control documentation
• Assist in the hiring and on-boarding of any new team members
• Engage the team on new initiatives, products and industry news
• Support other departments with specialist project activities