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To manage a team of Customer Service Support Specialists delivering efficient, effective, and professional support focusing on first time resolution. Oversee the day to day running of customer service and any escalated queries. You will also play a key role in highlighting areas of business improvement. You will be reporting to Director of Client Services.

Key Responsibilities will include, but not be limited to:

Provide a high level of management support to customer service support specialists

  • Serve as the day to day point of contact for the customer service support specialist or escalated customer queries
  • To induct, develop and assist the customer service support specialists delivering front line support
  • Hold regular, documented customer service support specialists’ performance reviews
  • Provide informal feedback on an ongoing basis and formal feedback in the annual performance evaluation process to identify and develop talent
  • Participate in the development, goals and objectives ensuring they are aligned with the Business
  • Ensure the customer service support specialists have received the appropriate coaching and education including ongoing compliance training
  • Ensure resolution of enquiries or complaints are reached at the earliest possible opportunity
  • To supervise the workload of the team, allocating team members to optimise service provision and administrative support across operational hours
  • To monitor the changing needs of our service, liaising with internal departments and external customers to identify areas for improvement and make recommendations for service improvements and implementing those improvements to the satisfaction of all parties
  • To ensure that the team follow established procedures adhering to agreed Key Performance Indicators and quality standards to maximise customer satisfaction
  • Document any new procedures and ensure all team guides are kept up to date, circulated and adhered too
  • To ensure statistical information is produced, collated, and provided to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements
  • Chase any outstanding Jira Tickets raised by the customer service support specialists that are greater than 3 days old
  • Show effectiveness in planning and innovation
  • Deliver high standards of product knowledge and services
  • Promptly escalate issues to Line Manager/Senior Management

Improve account management service quality

  • Provide assistance with new processes, procedures, systems and initiatives, as well as implementing changes
  • Contributing information and recommendations to strategic business plans and reviews
  • Resolve problems

Building and contributing to a positive work environment

  • Managing and participating in regular team meetings and workshops
  • Update job knowledge by participating in educational opportunities as appropriate
  • Provide internal assistance with new applications, implementation, procedures, systems, and initiatives
  • Comply with internal regulations and procedures
  • Liaise with other Business Area for support and guidance when handling Complaints or System related issues

Other Duties

  • Complete the required Compliance modules within agreed timelines
  • Raise, chase/follow up on Jira Tickets to resolve any queries that resulted from escalated queries.
  • Perform other tasks and obligations given by Line Manager
  • Provide leadership, support, and guidance to the Management Team in the absence of the Line Manager
  • Miscellaneous administration tasks
  • Analyse reports provided by the team to see where recommended changes can be made/implement which could benefit the Team/PremFina going forward

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