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 121s 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 121s
• 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 - Its important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when youre enjoying your leisure time.

• Minimum starting salary of 25000
• 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 - Were 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

Remote Work :

No

Employment Type :

Full-time