Solutions Team Leader
Job Description
This role requires you to promote and manage the client complaints across the consultancy and software, whilst ensuring the day to day functional operation of the team meets optimum productivity, quality standards and client service level timeframes.
Main Responsibilities
To mentor and monitor the solutions team, ensuring they provide a high level of service to our clients and that is delivered quickly.
Oversee the management of the solutions team. This also includes ensuring that all that all protocols and KPI’s are met and client SLA’s are adhered to with no work outstanding. Where the KPIs are not being met ensure appropriate action is taken to rectify.
Ensure that quality checks on solutions team is completed to that service delivery is to the highest standard and reduce complaints.
Accountability for the overall service delivery from solutions team.
Ensure client complaints relating to departmental issues are dealt with appropriately and within the SLA, making contact with the client and, if required, carry out complaint visits with a view to resolving the issues amicably.
Monitor reports daily, weekly, monthly and quarterly dealing with any issues which may arise from them ensuring that departmental KPIs are met and where those are not met action taken to improve. Provide a regular review of reports and update where necessary in order to meet departmental requirements.
Daily and weekly reporting on open complaints with managers to ensure that complaints are being dealt with quickly.
Monthly root cause analysis of complaints delivered to departments leads and stakeholders, including initiatives on how to reduce complaints.
Reducing client losses by reason of complaint
Reporting to stakeholders on the performance of the departments as required and in accordance with Company protocols. This should include proactive actions taken.
Working with stakeholders to enhance client service.
Ownership of new initiatives within solutions team to reduce client complaints.
Effective management of your workload.
Attendance at team and management meetings.
Recording of work completed utilising the IT systems and procedures in keeping with departmental and company protocols and KPIs. Including the creation and updating of appropriate management dashboards.
To promote team awareness of Croner’s broader activities and foster excellent working relationships with all departments increasing staff satisfaction scores year on year.
Communicate management instructions to the team in a positive and constructive manner.
To build and maintain a cohesive and motivated team, providing leadership and support to colleagues and peers ensuring best practice is shared across group companies.
Encourage open communication with your teams encouraging discussion of problems, issues and ideas ensuring awareness of department and individual Key Performance Indicators.
Lead in the recruitment of new team members arranging and being the main trainer during induction training.
Identify and lead training where required ensuring that all team members are included where appropriate.
Undertaking interim and end of probationary reviews with any direct reports as required and in a timely manner.
Carry out any other tasks deemed necessary by the Management Team.
The above describes the broad framework within which the post holder will operate. It will be subject to regular review with incumbent and the Company may alter the duties contained therein to reflect the needs of the business and the personal and professional development of the post holder.
Required Qualities
Proven experience in delivering excellent customer service and keeping clients happy and paying
Senior management experience
Professional approach
Excellent organisational and time management skills
Meticulous attention to detail
Excellent computer and WP skills
Confident and diplomatic when facing clients and on the phone
Ability to work under pressure
Ability to deliver group training
Ability to mentor and motivate
Self reliant ability to use own initiative and adopt a problem solving attitude
Flexible approach to working whilst still maintaining sufficient time-management skills and high level of work output.
Why Join Our Team?
This is a superb place to work if you love solving problems, enjoy a challenge and have genuine enthusiasm for overcoming obstacles and learning. Your people and technical skills will be tested every day. There are endless opportunities for you to develop and grow and you'll really make a difference to all sorts of people. We're a business, who is incredibly ambitious and constantly expanding and I can promise you'll enjoy every single day.