Direct management of the Client Services Team Leader, Assistant Team Leader and Senior Administrator. Indirect management of the internal Client Services, Correspondence and Postal Room departments.Ensure timely completion of annual appraisals and quarterly staff reviews, to ensure that staff training and development plans are being created, implemented and delivered.Identifying underperforming team members and if necessary carrying out disciplinary action, in accordance to the company… Show more Direct management of the Client Services Team Leader, Assistant Team Leader and Senior Administrator. Indirect management of the internal Client Services, Correspondence and Postal Room departments.Ensure timely completion of annual appraisals and quarterly staff reviews, to ensure that staff training and development plans are being created, implemented and delivered.Identifying underperforming team members and if necessary carrying out disciplinary action, in accordance to the company guidelines.Dealing appropriately with any people management issues in conjunction with HR.Responding with timeliness and professionalism to client requirements for information, problem resolution and reports on a daily / ad hoc basis.Ensuring existing client requirements for information, problem resolution and reports are met at the highest levels of satisfaction.Proactively analysing and assessing statistics and reports, both internal and external, for the purpose of ensuring client retention.To ensure that all new implementations are documented through the Company’s Quality Management System (QMS), identifying areas for improvement and progressing changes through Change Control processes.To help establish, review and develop the processes, tools and skills to deliver value to the defined stakeholders.Contributing to and implementing new ideas, internal service improvements and new processes; and taking ownership of these activities where appropriate.Effectively communicate relevant information to superiors.Resolves and/or escalates issues in a timely fashion. Show less

Team leader of the Client Services department, reporting to the Client Services Manager.Ensure completion of all tasks set to the team are finished within client SLA’s.Use of Excel knowledge to improve quality and turnaround of reports, including developing macros to cut processing time in half in many cases.Provide support to team members where appropriate.Ensure accuracy on all completed MI & data imported into the CRM with attention to detail observed.Carry out… Show more Team leader of the Client Services department, reporting to the Client Services Manager.Ensure completion of all tasks set to the team are finished within client SLA’s.Use of Excel knowledge to improve quality and turnaround of reports, including developing macros to cut processing time in half in many cases.Provide support to team members where appropriate.Ensure accuracy on all completed MI & data imported into the CRM with attention to detail observed.Carry out appraisals; set objectives and performance manage team members as appropriate.Ensure all processes are carried out with a view to maintaining the highest possible positive standards for our customers and the journey they take with us. Show less