Service Centre Team Leader
WTW · Ipswich
This is an exciting opportunity to join a successful and growing organisation as a Service Centre Team Leader. In this varied role, you will be responsible for data analysis, reporting, quality monitoring, performance management, project planning, coaching and development, as well as handling escalations and complex interactions.
The Role
- Produce accurate reports and identify trends in data, proposing solutions to optimise productivity and enhance services
- Lead and motivate a team to provide exceptional customer service
- Monitor team progress towards quality and performance targets
- Complete monthly coaching and 121’s with your direct reports, including performance improvement or development plans as required
- Assist with project planning, business pitches and recruitment
- Be a point of reference on more technical issues and non-standard queries
- Support Service Centre new service installs
- Assist with escalations and other incoming interactions as required
- Provide an exceptional level of service, adapting to different caller scenarios and challenges
- Positively represent WTW and our Clients by providing a friendly and professional service
- Inform the team of procedure changes and member communications