Team Leader – Customer Service

Crawley, Sussex
Peoples Partnership

People’s Partnership have an exciting opportunity to join our growing team as a Administrator in our Members Services department. This role is a hybrid opportunity with the successful candidate working both at home and in the office.

To oversee team members delivering excellent customer service and technical support, tailored to the needs of the customer, throughout the life of their relationship with PEOPLE’S PARTNERSHIP. To ensure team members build and maintain customers’ trust and confidence to maximise customer, advisor and third party satisfaction and retention.

To effectively monitor and manage the competence of all staff, and encourage and support staff development and professional progression.

Effectively contribute to the achievement of the department’s overall objectives and apply the Treating Customers Fairly (TCF) culture and principles within own job role.

• Responsible for the team’s performance against agreed objectives and key performance indicators. To ensure exceptional levels of service are delivered within agreed service levels.

• Ensure resources are directed in an appropriate way to maximise productivity to achieve agreed service levels. Be responsible for recruiting new team members and taking part in the interview process.

• Lead and manage staff in line with company policies and procedures, including training (regulatory and company) & development, 1 to 1’s, performance appraisals and disciplinary & grievance issues.

• Take ownership of the management of relationships with customers, Business Partners, IFA’s and Strategic Partners including third party providers, to ensure all service/ technical enquiries/issues are resolved to the customers satisfaction by whatever means appropriate – phone, webinars, face-to-face, pension seminars etc.
• Responsible for the recording and analysis of team productivity and quality statistics. Use management information to measure workflow and staff performance. Identify training needs and arrange/provide coaching and technical support to team members.

• Encourage self-development of team members and provide feedback as appropriate. Proactively develop individuals to maximise their ability.
• Contribute to updating operating procedures for all administration activities and ensure all staff are trained/aware prior to implementation.
• Oversee the processing of tasks and ensure they are carried out correctly. Specific tasks may have to be reviewed daily in certain circumstances.

• Working towards or already hold minimum exam requirements necessary to fulfil duties as an ‘Overseer’ and act in line with PEOPLE’S PARTNERSHIP company values and Treating Customers Fairly.

• Undertake monthly quality sampling of processes and customer communications; ensuring consistency, quality standards are met, and excellent customer service is delivered.
• Providing feedback to colleagues, ensuring this is delivered constructively.

• Maintain a detailed and recorded knowledge of legislative and regulatory requirements.

• Adhere to Company Risk Management policy and procedures, including reporting of incidents or breaches.
• Apply and promote Treating Customers Fairly (TCF) culture and principles, together with the organisation’s behaviours and values.

Adhere to Company Diversity & Inclusion policy.