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Client Services Team leader

Location: WATFORD, HERTFORDSHIRE Salary: 28000 - 31000 GBP Per Annum
Sector: Business Support Job Type: Permanent
Shift Type: N/A Applications: N/A
Posted: 12 months ago Reference: 3056029
Our established client is currently seeking an experienced Client Service Team Leader to join their team as soon as possible on a full-time, permanent position in Watford.

The Tasks and Responsibilities of the successful candidate will be:

• To provide, at all times, market leading customer support for direct clients.
• To take ownership of your allocated direct clients.
• To maintain ownership of any direct client query.
• To monitor and deal with inbound direct client email queries.
• To assist with direct client invoice queries.
• To analyse the outcome of all direct client queries.
• To manage customer complaints and follow department escalation routes as appropriate.
• To manage inbound prospect calls and log in bespoke system
• To monitor Client Services Executives behaviours and to provide constructive feedback.
• To listen to Client Services Executives telephone calls, to provide feedback and recommend training as appropriate.
• Data management and transfers to other databases accordingly
• To ensure new clients are processed within SLA, by exception.
• To ensure the policy allocation tool is updated as and when required.
• To update all tools such as, exchange rates, broker allocations etc.
• To ensure renewal enquiries are added to bespoke system within SLA, by exception.
• To carry out routine data quality checks in order to ensure that information has been accurately entered onto local and Group tools.
• To monitor and report on client services KPI’s and SLA’s.
• To adhere to department policies, processes and procedures at all times.
• To treat customer fairly at all times.
• To participate in projects as and when required.
• To escalate any queries or tasks, which cannot be achieved within SLA, to the Senior Manager Customer Service, Projects & Systems, at the earliest opportunity.
• To provide Customer Service colleague cover / assistance as and when required, eg holiday, sickness and busy periods.
• To be flexible and take on other tasks as required by the department.
• The company may require you from time to time to be present outside of core business hours to ensure SLA’s are achieved.

The Skills and knowledge of the successful candidate will be:

• Supervision of operations: ability to supervise the team operations to achieve objectives, and monitor daily distribution of work to achieve SLA’s. Ability to lead by example and be adaptable to ensure a culture of continuous service improvement.
• Customer Service: good understanding of the Customer Service Charter and what constitutes to the service provided to customers. Ability to support the company’s mission of ‘Commit to your customer’ – call handling standards, email etiquette, ownership & turnaround and quality of communication.
• Ability to develop personal and long-term relationships (client satisfaction improvement) based on adaptation and negotiation skills.
• Technical skills: good understanding of risk underwriting and claims matters (financial background, knowledge of credit insurance contracts and procedures).
• Accuracy: attention to detail.
• Build and maintain good relations with claims, underwriting and commercial colleagues.
• Prioritisation: determine the importance of each task and allocate time accordingly
• Administration: Maintain filing systems (system & hard copy), and maintain tidy workspace.
• Telephone skills: ability to adhere to company call handling standards.
• Adherence to compliance: Able to consistently follow policies, processes and procedures.
• In-depth knowledge of relevant processes and procedures as they relate to the role
• System Knowledge: Knowledge of Group and local systems required to complete job role

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