Customer Services Team Leader (Savings)

Success Search Limited ,
London, Greater London
More Details
Job Type: Full-time
Salary: £34,000 per annum

Overview

Customer Services Team Leader £34-£37k Central London (Oxford Circus) We are currently working with an exciting Financial Services organisation in central London in helping them to recruit a new Team Leader for their Customer Direct Savings Team. A thriving business, they were the first new bank to be awarded a banking licence in 2016. But they aren’t a new business - they have been providing a personalised and flexible approach to bridging loans and secured lending since 2004 and recently brought that expertise to retail banking. Their London-based team consists of knowledgeable and experienced specialists in lending, savings, and a range of other specialist support functions. The business is committed to providing flexible and fixed term products that meet the needs of savers and borrowers (bridging loans, savings accounts, development finance loans and first and second charge mortgages). A digital bank with a human heart, they look at the person behind each application. Purpose of Role: The Customer Services Team Leader (CSTL) will be responsible for the day to day management of Customer Direct Savings team (Personal). The savings team delivers excellent service through all contact channels with its customers: telephone, online, email, internet and post. Contacts are from both prospective and existing savings customers requiring support and guidance. The team is also responsible for all operational servicing of customers including opening accounts for customers who do not go straight through the online application, reconciling payments, preparing manual fulfilment. In addition, the team are responsible for all aspects of complaint handling and resolution. The CSTL will have responsibility to ensure that complaints are handled within agreed timeframes, the quality of responses is best in class and act as Complaint Champion for their team. They will be responsible for ensuring that all responses to queries by email or phone are best in class and identifying gaps in specialist learning and drawing up development and training plans to ensure they are fully competent specialists. Key Competencies Experience in day to day management of a savings team at a small bank or building society, preferably in a contact centre Proven experience in complaint handling and management of complaints as well as acting as an escalation point for complaints Ability to train /coach and manage performance of individuals Passionate about delivering excellent customer service Good understanding of administration of customer accounts A strong commitment to your team Excellent communication skills - written and oral Have good PC skills. Be a great team player while being able to lead the team and act as a mentor to develop highly skilled savings specialists. Positive and enthusiastic with "can do" attitude Key Responsibilities Day to day management of team to provide high level of customer service and satisfaction Manage agreed development of team to increase efficiency and capability of team Act upon customer feedback to improve processes and services to increase satisfaction Responsible for people management such as development, training disciplinary and performance management in your team Day to day management of team performance to attain Key Performance Indicators from all channel contacts e.g. service level response times, abandon rates, first contact resolution customer satisfaction, retention and quality Manage complaint resolution and handling, ensure regulatory timelines are met and exceeded. Managing customers expectations regardless of outcome Act as expert and escalation for the team Manage gaps in process and people performance Review of processes to find opportunities/gaps with a view to improving customer service and implementing agreed changes Manage team on day to day basis to ensure controls and protocols are met at all times Demonstrating and setting examples on company values and behaviours To abide by all financial crime related policies, procedures and reporting obligations applicable to their job Key Measures High net promoter score from customers Customer feedback - all channels Quality reviews of customer contact Employee engagement for team Entry A-Level or equivalent Minimum of 5 years in Customer Service environment including complaint handling in Financial Services Minimum of 3 years in a leadership/ management role within Financial Services For this role Success Search is acting as an Employment Business

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