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The Customer Service Team Lead plays a pivotal role in driving exceptional customer experiences across internal and external stakeholders while guiding a team to deliver high-quality services, financial support, and estate administration to the community.
Key Responsibilities:- Overseeing daily operations of a team including resource allocation, performance management, and quality control of timely customer services.
- Providing expert guidance to enhance operational efficiencies within the Personal Estates branch.
- Contribute to business growth and sustainability by identifying process improvements and leading change management initiatives.
- Maintaining compliance and monitoring customer service deliverables as part of routine business activities.
- Developing and implementing new procedures through collaboration with external stakeholders, industry professionals, and the community.
- Supporting team development as a mentor and coach, driving a positive culture within the branch.
- A strategic leader with a proven track record of delivering high-level customer service.
- Seeks opportunities for continuous improvement with exceptional problem-solving skills.
- A people-focused leader who will positively influence team culture and share knowledge through mentoring, training, and development.
- Effective stakeholder engagement with the ability to form lasting relationships.
- Excellent written and verbal communication skills and experience in identifying operational efficiencies.
