CLIENT SERVICES TEAM LEADER

Overview

My client a leading financial services provider is seeking an experienced Client Services Team Leader to join and help establish a newly created division. This is an excellent opportunity for the right candidate to really put their stamp on things and join the division from day one.

You will lead, coach and develop a team of Customer Service Executives, engaging with internal and external stakeholders to ensure continued delivery of fair customer outcomes in adherence with regulatory guidelines.

Creating an effective, empathetic and efficient customer experience for all whilst ensuring SLAs are achieved. You will ensure all current regulatory guidelines are adhered to in order to achieve fair customer outcomes.


Key Responsibilities

  • Ensure that all customers are handled correctly, ensuring a fair outcome whilst adhering to regulations such as data protection, security, etc

  • Manage workloads via a ‘daily dashboard’ to ensure each case receives the correct attention

  • Support the team during periods of peak demand, through the effective handling of calls.

  • Ensure all team policies and procedures meet regulatory requirements

  • Reduce ‘waste’, as a result of re-work, by acting as part of the first line of defence in respect of quality assurance of the Team’s activity.

  • Lead, coach and develop the team to define, deliver and maintain an exceptional level of competence within the team to deliver timely, cost effective and fair resolution of customer outcomes in line with our current strategies.

  • Manage resource effectively to deliver consistently high levels of service to meet customer and business demands throughout the year.

  • Identify skills/knowledge gaps within the team, to drive the team’s learning agenda.

  • Create a culture of continuous improvement, enabling Executives to support the wider business in process improvements

  • Ensure SLAs are met and managed effectively

  • Recruit, train and employ high calibre employees within budget, headcount levels and temporary resource requirements

  • Coach, mentor, and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities

  • Provide oversight and direction to employees in accordance with the firm's policies, procedures, standards and SLAs

  • Hold regular one-to-ones with direct reports ensuring that feedback is provided in a constructive way whilst working with the employee to facilitate personal development

  • Ensure that an effective performance review is operated in line with department guidelines, including setting objectives, personal development planning and performance standards with all direct reports

  • Working with the Head of Operations and HR Business Partner, develop a culture of performance management, improvement and appraisal as a foundation for excellent organisational performance

  • Manage all departmental HR issues including monitoring absenteeism, and managing any capability and disciplinary issues

  • Ensure that team members complete online training when required and are kept abreast of any internal communications

  • Represent the Customer Service Team in the wider business through engagement with key stakeholders at all levels including the Customer Forum.

  • Monitor and manage emerging customer and business risks through the prompt identification, escalation and resolution of gaps in policy and procedure.

  • Influence stakeholders from front line through to executive leaders, making fact driven recommendations from the presentation of robust analysis of root causes and other management information (MI).

  • Ensure that all Governance and Compliance requirements are adhered to and all reporting and reviewing activities required by the Regulatory Bodies are carried out to the standards required.


Requirements

  • Strong operational and leadership experience of significant change in a regulated environment.

  • A proven track record of coaching a team to deliver multiple KPIs in a customer centric environment.

  • The ability to demonstrate a capability in performance management and absence management

  • A proven record of leading a telephone-based customer support team.

  • Excellent Verbal and Numerical reasoning skills; adept at identifying the core issue and prioritising efforts in responding

  • An ability to self-manage with strong organisational skills

  • Recent experience of managing a customer team within a regulated environment.

  • A demonstrable track record of working to a customer service metric

  • Experience in the analysis of data and the ability to identify trends


Salary: €45,000 - €60,000 + Bonus, Health Care & Pension