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Team Leader Customer Care
1 week ago
About Us
Our Direct Banking team is a team of passionate customer service representatives who support our customer with their online and phone banking activities.
Operating 24 hours day, 7 days a week, our team is always available to support our customer with their enquiries and provide the best in class service.
Your Responsibilities
As a Team Leader you will be required to lead from the front and motivate your team to achieve their best, whilst providing strong coaching and promoting development opportunities.
You will also be responsible for:
- Leading a team to drive customer outcomes that are right first time and within the agreed timeframes
- Leading the day to day running of the team by monitoring and analysing team performance and workflows, utilising standardised systems and reporting
- Identifying, driving and delivering continuous improvement and efficiency enhancements to create experiences our customers love
- Building internal and external relationships through the use of superior stakeholder management techniques and customer service skills
- Planning and executing risk mitigating procedures and reporting and discussing the results of your risk management
- Scheduling and people planning requirements eg ensuring appropriate cover across the teams core hours
- Use the Group's people management systems and policies to effectively manage people and complete all required people management activities
About you
You will be an experienced team leader with strong people management skills, who can comfortably provide support, mentorship and development to their people to create a strong team environment.
Other qualities you possess include:
- Effective customer service, stakeholder management and negotiating skills
- Attention to detail, accuracy and ability to work to deadlines.
- Ability to set performance targets and motivate / coach team members to achieve.
- Demonstrated ability to drive a continuous improvement culture within a team.
Advertising End Date: 28/02/2023
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