View job

Ingeus Careers • Stockton, CA

3d

About The Position

The Customer Relations Team Leader will lead and manage a team of Customer Relations Advisers, ensuring that claimant and MP feedback, enquiries and complaints are managed to process and within best practise guidelines and e nsure that all claimants & other stakeholders receive exceptional customer service, including being treated with care and respect. What you'll be doing as a Customer Relations Team Leader: Manage the performance of your team to support achievement of the relevant Target Performance Levels. Manage, lead and develop a team of Customer Relations Advisers, including undertaking monthly 1-2-1 performance reviews, annual appraisals and creation and maintenance of a personal development plan. Monitor team performance daily / weekly / monthly and support with data collation and with generating MI that is fit for purpose and can be shared business wide to show team results . Identify and address any areas of concern surrounding time keeping, behaviour, conduct, performance and attitude at the earliest opportunity, working in liaison with the People Team where appropriate. Manage your team to ensure that all claimant / MP complaints / feedback / enquiries are responded to in line with the business process and within the specified timescales. Support the wider business to identify opportunities to prevent a complaint through early intervention and resolution.

Requirements

• Recent experience of working in a customer facing customer service role.
• Demonstrable delivery of customer service excellence and high performance.
• Experience of successfully influencing and engaging with stakeholders .
• Exceptional interpersonal skills & a p roactive team player.
• Strong planning, time management and organisational skills.
• Excellent presentation, written and verbal communication skills.
• Excellent level of literacy and numeracy.
• Good IT Skills, including MS Word, Excel, PowerPoint, and Outlook.
• Ability to multi-task and deliver against a number of priorities without compromising on the quality of delivery.
• Ability to work flexibly and under pressure in a fast-paced, dynamic environment.

Responsibilities

• Manage the performance of your team to support achievement of the relevant Target Performance Levels.
• Manage, lead and develop a team of Customer Relations Advisers, including undertaking monthly 1-2-1 performance reviews, annual appraisals and creation and maintenance of a personal development plan.
• Monitor team performance daily / weekly / monthly and support with data collation and with generating MI that is fit for purpose and can be shared business wide to show team results
• Identify and address any areas of concern surrounding time keeping, behaviour, conduct, performance and attitude at the earliest opportunity, working in liaison with the People Team where appropriate.
• Manage your team to ensure that all claimant / MP complaints / feedback / enquiries are responded to in line with the business process and within the specified timescales.
• Support the wider business to identify opportunities to prevent a complaint through early intervention and resolution.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees