Customer Support Team Lead

Responsibilities:

• Lead the Client Services team by setting a positive example in handling emails, live chats, and phone calls with clients.
• Build strong relationships with other departments, advocating for the interests of the clients.
• Handle escalated client interactions to ensure satisfactory resolutions.
• Create and analyse management reports to identify trends and opportunities for further improvement in the service provided to clients.
• Lead the recruitment, training, and onboarding of new team members.
• Schedule team coverage to ensure adequate support clients during core business hours.
• Conduct regular one-on-one meetings with team members to manage and assess performance against KPIs
• Set clear goals for the team and use coaching skills to encourage personal development.

Requirements:

• A client-focused mindset, consistently striving to enhance the client experience.
• An inspiring leader who sets high standards and motivates others to meet and exceed targets.
• Confidence in managing performance standards and encouraging personal development within the team.
• Outstanding verbal and written communication skills.
• Proficient in creating management reports and analysing data.
• Exceptional listening skills, with the ability to effectively understand and address the needs of both clients and team members.
• Flexibility to work shifts from Monday to Friday from the office.
• Experience in financial services, particularly within the CFD industry is highly desirable