Careers

• Manage the performance of your team to support achievement of the relevant Target Performance Levels.   

• Manage, lead and develop a team of Customer Relations Advisers, including undertaking monthly 1-2-1 performance reviews, annual appraisals and creation and maintenance of a personal development plan.

• Monitor team performance daily / weekly / monthly and support with data collation and with generating MI that is fit for purpose and can be shared business wide to show team results .

• Identify and address any areas of concern surrounding time keeping, behaviour, conduct, performance and attitude at the earliest opportunity, working in liaison with the People Team where appropriate.  

• Manage your team to ensure that all claimant / MP complaints / feedback / enquiries are responded to in line with the business process and within the specified timescales.

• Support the wider business to identify opportunities to prevent a complaint through early intervention and resolution.

What you need to be considered for this role:

• Recent experience of working in a customer facing customer service role. 

• Demonstrable delivery of customer service excellence and high performance.   

• Experience of successfully influencing and engaging with stakeholders . 

• Exceptional interpersonal skills & a proactive team player.

• Strong planning, time management and organisational skills. 

• Excellent presentation, written and verbal communication skills.  

• Excellent level of literacy and numeracy.  

• Good IT Skills, including MS Word, Excel, PowerPoint, and Outlook.  

• Ability to multi-task and deliver against a number of priorities without compromising on the quality of delivery.  

• Ability to work flexibly and under pressure in a fast-paced, dynamic environment.