Helpline Team Leader

JOB DETAILS / ROLE PURPOSE

 As Team Leader  of our new Customer Resolutions Team (CRT), the person will be responsible for delivering full end to end support to customers for complaints and escalation management. The new team will consist of key employee’s from our care advisors team, claims team and medical team. This team will work together collaboratively to enable us to resolve our customer complaints quickly and accurately. The team  must anticipate and meet the needs of our clients as well as coordinate interdepartmental work, consistently delivering a high quality service and committing to continuous improvement. The Role of the team leader is to lead, motivate & coach the team to deliver world class customer care to our members, monitoring performance and maintaining a consistent focus on quality of service to ensure maximum customer satisfaction, NPS and delivery of SLA.

KEY RESPONSIBILITIES

• Leading and motivating a team of CRT  Advisors
• Promote high Customer Service and Quality ethos on the team and in the company as appropriate.
• Training and development of staff. 
• Deliver service level agreements and the individual team targets to enable maximum performance
• People Management, including all HR related issues, as well as performance appraisals and staff development.
• Work monitoring, coaching and feedback
• Conducting regular one to ones and team meetings. 
• Ensuring ownership is taken of all queries received in department area
• Work with Team Leaders/Senior Support Team  to identify training gaps and follow up with individual coaching as and when required.
• Take part in projects when required, review documentation were applicable, research information relating to your area and provide feedback.
• Contributing to recruitment and selection process of the front line.
• Compiling weekly reports on team`s performance and customer feedback.
• Communicate and act as a focal point of dissemination of information from management to team and vice versa.
• Work very closely with team members to solve customer problems 
• Promote the company values and the `I make a difference` initiative.

KEY REQUIREMENTS

• Previous experience working in a contact centre is essential.
• Experience working in a pressurized and goal driven environment. 
• Track record of meeting targets and delivering customer satisfaction.
• Excellent people management skills
• Valid EU work permit with the ability to work full time year round 
• Fluency in English
• Second European language ( ideal but not required) 
• Excellent Time Management 
• Strong communication skills (verbal & written)
• Team Player
   

55709 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

As an equal opportunity employer, Allianz Partners recognizes that our strength lies in our people and we are committed to diversity and inclusivity. So if you would like to be part of a global company that offers international career opportunities, kick-start your career and dare to join us!

For more information, please visit: www.allianzcare.com