Team Leader Customer Services
Location : Andover
Pay Rate : £12.23 / hour
As one of the UK’s largest financial groups, our client’s scale and breadth means your career aspirations could become a reality.
Our client is dedicated to supporting all of their colleagues’ ambitions. As part of the group you’ll have a real opportunity to learn, grow and develop in a way that works for you.
An exciting opportunity has arisen for an enthusiastic and highly motivated individual to lead and manage the performance of team members to deliver a high quality service for our customer.
Build the best team by coaching and developing colleagues who are empowered to do the right thing for customers.
JOB ROLE :
This is a 3 month temporary role with the potential of extension. These positions are offering a pay rate of £12.23 per hour.
You will be working Monday to Friday 9am 5pm. During your first few weeks you’ll receive excellent support and training.
KEY RESPONSIBILITIES :
Manage the performance and development of the team through customer focused measures and build engaged, well -motivated, high performing teams.
Understands team skills and resources required to deliver to plan, escalate and take action when shortfall or surplus identified
Supporting colleagues personal development ensuring you are maximising their full potential
Where necessary adherence to regulatory policy requirements for colleagues who handle complaints
Complete operational testing through coaching and supporting colleagues to improve individual and collective team performance
Build a high performing team utilising feedback from the BTBT survey working with colleagues to close any gaps identified
Act as point of escalation for team members supporting in the moment’ process queries
Lead and embed a customer improvement culture, using outcome testing experience and analysing M.I. to identify and drive opportunities for improvement.
Empower and enable colleagues to own customer improvement but also providing support when needed
To support relationships with local internal business partners / stakeholders when required to drive and implement improvements
Embed a collaborative and customer centric culture, creating a positive working environment that drives colleagues to work together to ensure we get it right for
Undertake regular communications with the team in a format and style that meets colleagues needs
Timely completion of Policy and Process Monitoring Checks and an understanding of what can go wrong to mitigate risk and impacts to customers
JOB REQUIREMENTS :
Highly effective in people management, coaching and development
In depth knowledge of team’s processes
Understanding of policy and regulatory requirements
Advocate for change with strong leadership & communication capability
Performance orientated and customer focussed
Planning & Control : efficient use of time to ensure adherence to plan
Awareness of processing standards and the need to maintain quality and regulatory requirements
WHAT’S IN IT FOR YOU?
Great rates of pay
Potential for extension
So if you’re interested in learning, growing and developing, then this could be the place for you.
If you think you’re right for the role, apply now and see where your career could go with one of the UK’s largest financial services groups.