Team Leader - Savings
Guide and lead a team of Customer service representatives and supporting the overall Savings Operation. Help ensure our customers are serviced with empathy, efficiently and without error. To work as part of a management team to help achieve both personal and business objectives.
Key Responsibilities
- Manage and Organise their team of customer service agents, monitor queues and provide daily reports/updates on performance and task management.
- Plan and facilitate Team Meetings, 121’s, Coaching, call monitoring and general work sampling of the customer service agents. This will also include performance plans and probation reviews.
- Oversee the individual and collective performance/output of the Agents in their team. Ensure all quality checks are shared and responsible for HR issues (annual leave, absence, Disciplinary etc), Risk events and Complaint management.
- To support implementation of the business/department behaviors into both the core customer service and outsourced/partners teams across Retail.
- Support with customer calls/secure messages when the business requires support – escalations, complaints and complex cases which requires senior involvement.
- Support with Adhoc payments/tasks, TL mailbox requests, recruitment and Advanced access.
Qualifications
- A leader who can inspire a team and develop individuals. Able to provide constructive feedback focusing on reward, recognition and encouragement.
- Banking or financial services experience – Working within a front facing Customer service team essential
- Previous Managerial experience required -preferably in a contact Centre/office environment
- Experience in delivering coaching/training and 121’s
- Demonstrate strong stakeholder management skills
- Evidence of Risk management framework displayed
- Customer focused – TCF experience
Technical
- Ability to produce/review process maps and procedure manuals
- Advanced Writing and literacy skills
- Competent with Microsoft Office
- Complaint handling experience
Interpersonal
- Self-motivated and driven with high personal standards and personal goals.
- Be proactive and innovative.
- Able to inspire and leads others to achieve challenging results.
- Excellent planning and organisational skills.
- Resilient and able to adapt in an ever changing, fast paced environment.
- Advanced verbal and written communication skills
- Ability develop effective relationships built on respect.
- Open minded and flexible; a ‘can-do’ approach with the ability to innovate and continuously improve all aspects of the administrative environment.
Additional Information
Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:
- Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
- Free access to Headspace, a mindfulness & meditation digital health app
- Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
- EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing and health
- Cycle to work scheme
- Discounts on gym membership
- Contributory pension scheme & death in service
Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.
- Minimum of 27 days holiday per year
- Option to buy or sell holiday days through our flexi-holiday scheme
- Discounts on gym membership nationwide
- Access to discounts on a range of high street and online brands
- Community support and charitable giving
Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.
- Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
- Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done