Customer Services Team Leader

Overview

Summary of Role

The Team Leader is responsible for assisting in managing a high level of administrative support services for Forester Life customers and field force, from initial contact through to the end of the contract terms. The Team Leader supports the Customer Services Manager in developing the team of 6-12 Administrators. The role holder will also contribute to changes affecting the customer services environment, as defined by the Chief Operating Officer, Customer Services Manager and/or business/regulatory requirements.

Key Responsibilities & Duties:

• Manage the day to day duties in accordance with agreed service level
• Review, monitor and maintain quality controls of the team's work, providing feedback
• Identify and provide training required by the team
• Regularly assess the performance and behavioural competencies of team members
• Review objectives and create training and development plans
• Deal with customer complaints
• Continuously improve and automate administration processes
• Ensure procedures are up-to-date and fit for purpose
• Work within agreed process and payment authority levels
• Manage business practices, processes, changes and risks
• Complete administration tasks as and when required

Knowledge, Skills & Experience:

• 2 years’ customer service Team Leader experience, ideally within a financial services environment
• Achieved or willing to undertake a Level 3 award in Financial Administration
• Strong written and oral communication skills
• Experience of planning, monitoring and controlling work
• Experience of motivating, coaching and developing a team
• Good organisation skills and ability to prioritise to meet business deadlines
• Good interpersonal skills
• Able to identify and assess risk in a customer services environment

Foresters Financial is not your typical financial services provider. Those who join Foresters Financial's purpose-driven organisation enjoy a culture of collaboration, creativity, and mutual respect and are challenged to do their best to make a difference every day. Foresters Financial help everyday families achieve their financial goals and make a lasting difference in their lives and communities.