Team leader Call Center-(legal

About the job Team leader Call Center-(legal)

Job Description:
Call Centre Team Leader

As a team leader within the consultation Claims departmentyou need to be dedicated, motivated with a desire to deliver. You will report to the Head of Operations and be responsible for managing the daily activity as well as ensuring the team delivers first class service to the areas of the business they support. You will provide a professional and informative primary point of contact for all customers, clients and third parties whilst maintaining the highest level of customer service.

Main tasks and responsibilities:

• Management of daily workloads, productivity and inboxes as well as achieving service level standards and optimising staff levels on a daily basis
• Prioritising workloads to ensure targets are delivered
• Managing system and process changes effectively
• KPI reporting and key task management
• Providing input into system and process improvements
• Confident day to day decision maker
• Advising as required on cases including quantum, causation and liability
• Training and staff development including conducting one to ones and appraisals

Education and Experience:

• Proven track record as a team leader essential with a minimum of 3 years experience
• Well versed in team leader responsibilities
• Experience of people management
• Knowledge of Proclaim (beneficial but not essential as training will be provided)
• Excel literate to a good standard
• Dynamic
• Forward thinking
• Strong organisational and planning skills
• A practical and flexible approach to work
• Ability to use initiative and solve problems
• 22 days holidays per year plus bank holidays