Job title: Team Leader- Customer Relations Team

Job description:
Job Purpose: To manage a team of employees, provide support to your line manager, handle allocated complaints and ensure that all complaints within the team are handled in accordance with client requirements. Duties and Responsibilities: Manage and monitor daily/monthly KPI’s Ensure a high level of staff engagement Manage daily workloads and complete training/coaching Review and monitor individuals performance Attend Client Review Meetings Monitor Staffing levels and Conduct staff audits/feedback Staff Development Effectively organise, manage and motivate staff within the team Ensure Key Performance Indicator targets are reached and maintained. Provide training, support and coaching in order to develop staff. Handle complex or high level complaints in line with client requirements and service standards. Adhere to Company systems and procedures. Maintain existing client relationships. Provide clients with requested complaint data Manage, authorise and pay compensation providing updates on monthly spend to date Provide the business with weekly/monthly (justified) complaint data in a bid to better the Group’s customer service Actively adhere to and promote the principles of treating customers fairly (TCF) and operate within Financial Conduct Authority (FCA) guidelines All employees are expected to carry out any reasonable instruction given by their senior manager, in line with business requirements Manage monthly root cause report and challenge results to drive best practice Act of role model for best in class service Support all areas of the business with a clear understanding of complaints management and regulatory obligations Skills & Experience: 5 GCSE’s grade A – C including Maths and English Willingness to work toward CILA Qualification People Management and Leadership skills. Experience of Customer Service and Claims Management in an insurance background. Excellent computer literacy. Articulation and good telephone communication skills. Flexibility and adaptability. The ability to organise own workload. The ability to work in a fast paced and changing environment. Inspirational and Strong Leadership skills Understanding and Champion for customer service Proven Track record of staff engagement Experienced in Client liaison/relationships Strong stakeholder management skills Experienced Claims Team Leader /Manager preferably Property Insurance Background but not essential. Are you a Davies Person? All Davies Group employees need to be able to demonstrate our Big IDEA, Inspire, Deliver, Empower and Aspire. It is essential all employees embed these behaviours in line with their job role. not essential

Employer Name: networx

Job short description: Shop sales assistants

Country: United Kingdom

Region: Staffordshire CC

Contract duration: Permanent

Contract type: Part time

Source of job offer:
Department for Work and Pensions, Public Employment Services, United Kingdom

How to apply: Other - see free text

Salary currency: GBP

Salary period: Annually