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Customer Service Manager

The Company
Our client is a key player within the Financial Services Marketplace. The business is absolutely thriving at the moment and with the Internal Customer Service function being so busy we are looking to recruit an extra head to combat the exciting growth the company are experiencing. We are looking for an experienced Customer Service Manager / Internal Sales Manager to be based at their offices in Leeds.

The Role
Key Responsibilities:

  • Motivating and mentoring your team in their day-to-day activities, picking up in any team absences and busy periods, leading by example.
  • Dealing with any escalations or issues the team may face and taking ownership of any complex tasks alongside team members.
  • To act as a senior point of contact for our key accounts that are looked after within your team.
  • Coaching your team individually, analysing potential for growth and improvement in each task and offering bespoke training and support where necessary alongside the Learning and Development department.
  • Ensuring that team priorities and work outputs are completed on time, and in line with monthly KPIs. Encourage a right first time attitude, with care and due diligence at the heart of every task.
  • Analyse the data and spot the trends, what are our adviser’s needs? Which accounts are excelling and why, or which are falling behind?
  • Driving new ideas and ways of working within these accounts for optimum performance.
  • Conducting monthly 121’s and quality checks, plus monthly broker performance review meetings and growth conversations.
  • Implementing processes and drive change effectively, as well as suggesting improvements and efficiencies.
  • Review your teams performance and deliver weekly updates to your line manager, track workload and monitor task completions.
  • Work with your line manager and peers to keep your team motivated and engaged, encourage feedback from other departments and where necessary make improvements, drive change and work collaboratively with the rest of the business.

***FULL JOB DESCRIPTION AVAILABLE TO CANDIDATES UPON SUCCESSFUL TELEPHONE SCREENING***

The Candidate

  • Proven track record in a similar role (Team Manager, Team Senior, Customer Service)
  • Experience and knowledge of the financial services industry
  • Strong customer service background
  • Proven track record in similar role within Financial Services industry
  • You must live within a commutable distance to Leeds
    On offer to the successful candidate is an attractive basic salary and benefits, giving you the ability to work with a dynamic, fast-growing company where the career opportunities are inexhaustible.

For more information on this role, then please contact Kate Shorthouse at TRC Group along with your CV via this advertisement.

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