Customer Service Team Leader (Financial Services)

Customer Service Team Leader Location: Guildford (Hybrid Options Available) Salary: £45,000 Hours: Monday to Friday, 8:30am-5pm Daily Duties Supervising the management of Inbound and Outbound Calls, Customer Emails, Online Portal activity and future processes Day to day management and point of escalation for customer contact specialists Understand the commercial and company strategy to facilitate the introduction of customer service improvements Review the responsibilities of internal departments and align these with our future strategy Understand the complete customer journey to improve efficiency, and effectiveness. Assisting the complaints manager with the analysis, monitoring, checking and response to reviews via social media Define customer satisfaction targets and coordinate internal teams to measure and consistently achieve these. Analysis of customer calls and responses to ensure quality standards are in place Creating and updating internal procedures and generating reports to illustrate department Management Information Provide leadership and guidance, to team members to promote a culture of continuous improvement. Promoting company values and ensuring the teams adherence to the values Interacting with the HR department as a partner in all relevant HR topics Key Skills Excellent communication skills Team management skills Time management skills Analytical approach to work Benefits 10% Pension contribution (Employee to contribute minimum 3%) Life Assurance (5x Basic salary) Flexible working Private Medical Insurance provided by AXA Access to the Employee Assistance Programme via AXA Health Regular appraisals, training and career development Access to the full LinkedIn learning library Support with Charity incentives Length of service recognition awards Free Parking (to be confirmed depending on location)