
Executive Service Manager
2 weeks ago
We are seeking a seasoned leader to helm our Customer Contact team in Ipswich. As a Team Leader, you will play a pivotal role in guiding a passionate team to deliver exceptional service across phone and web messaging.
Your leadership will directly contribute to our commitment to making banking easier for our customers.
You will leverage digital tools and platforms to enhance efficiency and customer experience, creating a high-performing, collaborative culture where people feel supported, empowered and recognized.
Main Responsibilities:
- Lead and develop your team to deliver exceptional customer service levels and meet performance targets across multiple contact channels.
- Equip new hires with the knowledge, skills and confidence to succeed while supporting a high-performance culture.
- Coach and support the team through regular feedback conversations, development planning and fostering a culture of accountability and continuous improvement.
- Manage daily operations and escalation to ensure efficient workflows, compliance with policies and exceptional customer outcomes.
Qualifications:
- Proven experience leading, developing and mentoring customer service or sales teams/individuals.
- The ability to read and act on team reports and make data-driven decisions to steer coaching needs across your team to evidence positive change.
- Confidence managing daily operations, escalations and team workflows in a fast-paced environment.
- Excellent communication skills and the ability to build trust and rapport quickly.
- Managing performance and productivity to achieve set business objectives.
- A continuous improvement mindset with a focus on efficiency.
- Strong knowledge of risk, compliance and quality standards.
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