Team Leader - Customer Communications
The purpose of this role is to lead a high performing team delivering customer service across digital channels, including email, app messaging and future platforms.
Specific Responsibilities
- Lead, motivate and develop a high performing Customer Communications team
- Provide regular coaching, feedback and performance management to support individual and team development
- Ensure all customer enquiries are managed end to end across digital channels
- Ensure written communications are clear, accurate, empathetic and professional at all times
- Support the resolution of complex or sensitive customer issues, including complaints
- Ensure customer interactions consistently deliver fair, appropriate and good outcomes
- Ensure all activity is compliant with internal processes, regulatory requirements and data protection standards
- Ensure vulnerable customers are identified, recorded and supported appropriately
- Manage team performance against agreed KPIs, balancing quality, productivity and customer outcomes
- Work collaboratively with other teams to support joined-up customer journeys
Knowledge, Skills & Experience
Essential:
- Strong leadership and people management skills
- Excellent written communication skills and attention to detail
- Ability to coach, develop and performance manage individuals
- Strong understanding of customer service principles and delivering good outcomes
- Ability to manage competing priorities and workload effectively
- Understanding of process, quality and compliance requirements
Desirable:
- Experience in a digital customer communications environment
- Experience within a regulated or financial services environment
- Experience managing complaints and complex customer issues
- Understanding of QA frameworks and performance management
To apply please email [email protected]
"Forward-thinking and proactive"
Here’s what our employees think about working for Medicash…
I have worked here for nigh on 30 years now and proud to do so. We are an ethical company, forward thinking, environmentally aware and proactive about global concerns… It isn’t just a good place to work – it’s an excellent place to work!
The whole place has a feel-good factor. No single person thinks they are better than anyone else and everyone is treated as individuals. They also look after you in a way no other place I have worked have done!
I enjoy working for Medicash, they offer job satisfaction and security. They invest in their employee’s wellbeing and future proof products to keep up with technology, which makes you feel like a valued team member.