Client Services Team Leader (Internal Only)

Job Description

About the Role

We are looking for a Team Leader within Client Services.

Responsible for day to day management of the Client Services Team to ensure efficient performance and minimise issues.

Reporting to the Client Services Team Manager, you will ensure team objectives are met and the department displays excellent customer service while being recognised by third parties for robust processes that minimise errors.

Key Responsibilities

• Manage the team’s day to day workload and escalations.
• Train and coach new customer service staff, identifying training needs.
• Ensure adherence to SLAs and propose process improvements.
• Suggest process changes/system developments to improve efficiency.
• Resolve escalated issues promptly and, when necessary, elevate to the Team Manager.
• Prepare and provide required reports to the Team Manager.
• Collaborate with finance companies to align processes with required standards.
• Assist with monthly billing for Fleet Managed clients.
• Assist in the implementation of new Fleet Managed clients.
• Deliver key projects agreed at the start of the year.
• Perform other ad hoc duties as requested by the Team Manager.

Required Skills & Qualifications

• Interest in people management and leading teams.
• Excellent product and internal process knowledge.
• Strong problem solving skills.
• Understanding of delivering exceptional customer service.
• Attention to detail.
• Excellent knowledge of customer service and its business impact.
• Ability to meet deadlines.
• Proficiency with Excel, Word and Outlook.
• Excellent written and verbal communication skills.
• Organisational skills and capability to manage multiple tasks and priorities.

Benefits

• 35 days holiday, 2 duvet days, a shopping day, a volunteering day and birthday off each year.
• Annual birthday voucher, wellbeing voucher, VIP concert tickets, a fitness tracker and a range of social, charity and wellbeing events.
• A wide array of flexible benefits such as cinema tickets, gym memberships and health benefits.

Location: Fleet Alliance, SkyPark, Glasgow.