Customer Service Team Lead at Old Mutual Plc

Job Description

• This role is individually accountable for assisting a variety of clients telephonically or face to face, in accordance with business, process and compliance rules.
• The role is fully multi-skilled across products and processes and has extensive, relevant experience.

DESCRIPTOR

• Provide telephonic and face to face service to customers and intermediaries.
• Delivers on daily production standards and adheres to service and quality standards.
• Adheres to business, process and compliance rules.
• May act as mentor to less experienced Consultants.
• Fully multi-skilled across products and processes.
• Has extensive, relevant experience."

KEY RESULT AREAS

Relationship Building:

• Maintains relationships with relevant departments.
• Builds and maintains relationships with intermediaries and brokers.
• Manages customer relationships in person or telephonically.

Quality Assurance:

• Performs quality checks on own work.
• Adheres to service and quality standards.

Personal Effectiveness:

• Accountable for service delivery through own efforts.
• Individually accountable for managing own time, tasks and output quality for  periods of 1 day to a maximum of 3 months.
• Makes increased contributions by broadening individual skills.
• Collaborates effectively with others to achieve personal results.
• Accepts and lives the company values.

Coaching:

• May act as mentor to less experienced agents.
• Compliance:
• Adheres to business, process and compliance rules.

Client Service Delivery:

• Provides telephonic and face-to-face service to customers and intermediaries.
• Delivers on daily production standards.
• Ensure completeness of monthly renewal data.
• Manage relationships with high-net worth Individual customers as well as large cooperatives to ensure continuous patronage in conjunction with the relationship manager.
• Measure and analyse customer experience surveys for G.I retail and corporate on an interactive and continuous basis. Design and coordinate other service surveys as required by the business.
• Maintain relationships with other stake holders and process owners to improve work efficiency and customer satisfaction.
• Informs clients of requirements and procedures.
• Provides input to other areas i.e. client feedback/queries.
• Assist the business in any other capacity as required from time to time

REQUIRED QUALIFICATIONS & EXPERIENCE

• A first degree or its equivalent
• Excellent communication skills (verbal and written)
• Interpersonal and time management skills
• Good knowledge of MS packages (Especially MS Word, MS Excel and Outlook)
• 3 years’ customer service experience, especially in the financial services sector

Skills

• Communication, Computer Literacy, Microsoft Excel, MS Office Skills, • Excellent command of the English language, both in communication ability and in drafting skills.