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YOUR IMPACT

Are you passionate about customer service? Do you have experience leading a customer contact operation? Do you have experience within financial services or a regulated environment?

We’re looking for a customer service professional to lead our customer care and support operation; someone who wants to use their experience, skills, and ideas to continue to drive a successful and customer orientated business.

OUR IMPACT
Our team of critical thinkers’ partner with groups in all areas of the firm to lead teams, service customers and develop/improve processes and systems. Our division provides critical operations and user experience design to ensure business flows smoothly when customers come to us across multiple channels. From day one, team members play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

Job Summary & Responsibilities

• Reporting to the Head of Customer Care, responsible for implementing the strategic action plans and key business tactics to support the business goals for the Marcus UK Customer Care team.
• Create and set high standards/objectives, achieve service level agreements, and communicate effectively with stakeholders, teams, and customers.
• Manage across Inbound customer facing teams to maintain continuity through UK Deposits customer interactions; Customer contact channels, Back-office support, Workforce and scheduling, Quality and Training.
• Foster and maintain an environment with a core focus on balancing customer satisfaction with business objectives whilst maintaining and championing a culture of honesty and respect.
• Responsible for recruitment of contact centre staff, inc planning resource, schedules and leads the hiring of new staff; creating and supporting a highly involved team environment across multiple sites.
• Responsible for maintaining an environment with a core focus on customer satisfaction/advocacy and professional customer support, balanced with consistent achievement of standard business objectives
• Ensures that continuity is maintained to guarantee quality resolution of customer enquiries across all Marcus products
• Employs principles and techniques as defined in the quality audit criteria, and develops and implements quality assurance standards, processes, and controls
• Works closely with Business Risk team to identify key controls and escalation procedures. Pro-actively identifies any new issues or risks and works to ensure suitable controls are in place
• Produces concise performance reports and analyses for senior management
• Drives improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
• Works closely with cross functional partners to ensure collaboration and process efficiencies are maintained
• Identifies technological enhancements and assist in the development of the IT requirements impacting Operations processes within the business

Skills

• Self-directed team player, ability to drive high performance and work independently or in a team-oriented and fast paced environment
• Proven ability to lead by example, with a positive attitude
• Excellent communication and interpersonal skills
• Good analytical and problem-solving skills
• Proven delivery of excellent customer experience and advocacy
• Strong customer focus and a good telephone manner
• Ability to lead teams and drive performance standards
• Ability to motivate and develop staff
• A desire to help others work towards targets and develop their skills
• Ability to set, meet and exceed targets
• Ability to manage change

Basic Qualifications

• Minimum of 10 years of customer service experience (or equivalent military experience)
• In depth product knowledge across Banking and Savings within retail banking
• Understanding of the UK Regulatory Environment
• Minimum of 5 years of experience in leading and managing teams

Preferred Qualifications

• Leadership
• Bachelor’s or master’s degree in Finance or a related field preferred