Tate are proud to be working ReAssure to recruit a Team Leader on a Permanent basis, to support one of their teams in the Hitchin office. ReAssure is responsible for administering a variety of policies such as Pension, Life and Health and due to exciting growth, they have a requirement for a talented Team Leader to join them and be part of a first class organisation.
You will be joining a company built on solid values who can offer career progression and the potential for you to contribute your skills and talents to a work culture shaped by mutual respect.
To lead a team of Customer Service Representatives and be responsible for the management, development and continuous improvement of a busy and productive Customer Service environment. Working to support the company’s TCF focus and culture, you will be driven to motivate your teams and encourage best practices with regards to process and procedure.
Your duties will include:
Ø Complete regular reviews with your team and ensure that personal development plans are updated and career progression plans are clear
Ø Coach and support the team with regards to delivering outstanding customer service at all times
Ø Lead and motivate the team by displaying role model behaviours and the ReAssure values
Ø Allocate resources appropriately to ensure that customer demands are met at all times
Ø Contribute and implement business change ideas or projects
Ø Encourage two-way communication throughout the department
Ø Take ownership of informing key business changes to the team
Ø Monitor and implement processes to ensure the team are monitored in the delivery of service to all customers
Ø Prepare and deliver detailed MI to the management team on a monthly and quarterly basis
Ø Agree, set and monitor objectives for all team and customer activities that are consistent with team and departmental objectives
Ø Ensure that all activities are conducted in line with legislative and industry guidelines
Skills and Experience:
We are looking for people with a positive outlook, who can adapt to change whilst maintaining honesty and integrity.
If you have worked within a regulated environment previously, this will be an advantage as ReAssure takes the data protection of their customers seriously.
You must be able to demonstrate:
Ø A proven background within a Customer Service environment, ideally within a managerial capacity
Ø Confident IT skills coupled with excellent problem solving skills
Ø Ability to analyse and manipulate comprehensive data
Ø A coaching and supportive management style
Ø A high level of accuracy and attention to detail
To apply for this position, please email your CV and covering letter to: firstname.lastname@example.org