At a Glance
- Tasks: Lead a dynamic team to ensure top-notch customer onboarding experiences.
- Company: Join a forward-thinking company in Sale, Manchester.
- Benefits: Competitive salary, career growth, and a supportive work environment.
- Other info: Opportunity to drive improvements and shape customer experiences.
- Why this job: Make a real difference in customer satisfaction and team success.
- Qualifications: Leadership skills and experience in customer service or operations.
The predicted salary is between 40000 - 50000 £ per year.
Location: Sale, Manchester
Salary: £40k-£50k
The Role Responsibilities:
- Coordinate the day-to-day team activities, overseeing workflow queues, prioritisation and case allocation to ensure timely, high-quality and compliant customer outcomes.
- Monitor performance using MI, identifying risks, backlogs or deviations and taking prompt corrective action to maintain service standards.
- Conduct regular quality assurance checks, ensuring adherence to processes, data accuracy and regulatory requirements, with clear feedback and coaching provided.
- Maintain robust record-keeping standards across the team, ensuring all customer interactions and documentation are accurately captured and stored.
- Provide hands-on operational support during peak periods to ensure continuity of service and delivery against SLAs.
- Lead daily team huddles to review performance, set priorities and drive focus on key risks, issues and improvement opportunities.
- Apply structured problem-solving to resolve operational issues at source, escalating where required and supporting consistent ways of working.
- Drive continuous improvement by identifying trends (including complaints and MI), sharing insights and implementing enhancements to customer experience and processes.
We think you need these skills to ace Customer Onboarding Team Leader
Team Coordination
Workflow Management
Performance Monitoring
Quality Assurance
Data Accuracy
Regulatory Compliance
Record-Keeping
