Customer Operations Team Leader

Chetwood ,
Wrexham, Clwyd
More Details

Overview

Job Description

Role Profile - Customer Operations Team Leader Role Title Customer Operations Team Leader Business Function Operations Hiring Manager Head of Operations Location Wrexham Who we are & what we do Founded in 2016, Chetwood Financial is a digital bank using technology to make people better off. At Chetwood, we think differently. We act differently. Unlike traditional banking models, we're not obsessed with customer ownership and cross-selling other products. We use our banking and technology experience to design and manufacture stand-alone financial products that meet the needs of those using them and by building unique and dynamic products, we make engaging with personal finances easier than ever before. We're always on the lookout for exceptional talent to join the team who share a belief in making a positive difference - making financial services better for customers by challenging conventions. Role Purpose The purpose of the Customer Operations Team Leader is to ensure our customers get what they need, when they need it. A Customer Operations Team Leader proactively anticipates problems as well as react quickly to customers and putting right any issues or complaints. They manage a Customer Services team, ensuring they have all that they need to keep our customers happy. The Customer Operations Team Leader is responsible for training and development and encouraging them achieve their goals, in addition to helping them through hard times and celebrating their successes. Responsibilities * Oversee the performance of the team, ensuring key success indicators are being met, each customer and person is different, you'll appreciate that discretion is required from time to time, but overall the team should be delivering great outcomes. * Act as an escalation for complaints, oversee complaint responses and manage overall complaint reporting. * Coaching and supporting the team to develop new skills and refine existing skills. * Regularly reviewing quality of customer integrations working alongside the Quality Assurance team. * Helping team members with the most difficult queries. A Customer Operations Team Leader needs to be able to think outside of the process, and feedback changes and improvements. * A Customer Operations Team Leader is responsible for keeping those that are engaging with our customers motivated and on track. * Input into procedure and policy changes to ensure regulatory compliance balanced with the best customer outcomes. Skills and experience * Experience managing teams of at least 8-10 people in a customer facing environment. * Direct involvement in performance reviews and performance management as well as absence management. * Significant experience working within a complaints team or function within a regulated firm. * Strong written communication skills, much of our customer interaction is written. * Adaptable to change - ideally experience working in a smaller, fast paced business. * Financial Services (Retail Banking) knowledge, particularly in operational areas, ideally complaints. * Experience of hiring and growing teams, as well as managing existing teams. What we offer * A relaxed, sociable and flexible working environment. * Great benefits including: life insurance, pension, private medical insurance (including dental and optical), free breakfast and drinks, monthly social events. * Competitive salary. * Opportunity to work for a progressive and exciting company. Chetwood highlights Here are just a few examples of what we've achieved so far and what's coming soon. * Secured strategic investment from Elliott Advisors of 150mil of capital, underpinning the planned growth of the business over the next few years. * Secured a full banking licence from the PRA in 2018 - the only retail bank to do so that year. * Launched the LiveLend Reward Loan; the world's first dynamic loan that responds to improvements in customers' credit score. * Secured several distribution partnerships with our lending product and have already seen 400%+ growth in new business in the since 2019. * Launched SmartSave; providing customers with a simple, online savings account at a great rate. * Achieved and maintained an 'Excellent' Trustpilot rating from both lending and savings customers. Our Values Take considered risks | Be courageous | Look after each other | Find the customer | Own it | Be resourceful Apply for this Job

People also viewed