Customer Service Team Leader London, England
Job description
Join Salary Finance an award-winning, FinTech business with a social purpose - to help employees take control of their finances.
About Salary Finance:
Working with employers, we provide a financial wellbeing platform as an employee benefit, helping employees to understand their money better, get out of debt faster and save for their future. We already have a reach of over 4,000,000 employees through our relationships with over 600 of the biggest companies in the UK.
By improving employee financial wellbeing, we have a very real and meaningful impact on people's lives. We remove the stress and worry associated with financial difficulties by dramatically reducing the interest rates employees pay on their personal debt, and provide them with the tools needed to start saving sooner and be more financially secure. We are backed by some of the biggest brands, including investments from Blenheim Chalcot (the UK's leading venture builder), Legal and General (the FTSE 100 insurer and asset manager), Experian and Goldman Sacs, and funding partnerships with JP Morgan and Virgin Money.
Launched in 2015, we have made excellent progress, and are scaling fast. We are named BITC's Responsible Business of Year 2018, included in KPMG's Global Fintech 100, listed top of the Forbes' list of socially-responsible startups, and profiled by the Financial Times, the Times, the Wall Street Journal, the Guardian, the Telegraph, CityAM and the Institute of Directors.
Your role in our mission
Reporting to the Customer Service Manager, the Customer Service Team Leader mission is to inspire and lead a customer service team to achieve targets, foster growth, and provide exceptional customer experiences.This role will require a broad understanding of our business, and a willingness and ability to engage with stakeholders at all levels. This is a rare opportunity to join a collaborative, entrepreneurial business which is constantly challenging the status quo. There are opportunities for career progression as the business grows.
What you'll do
- Lead, motivate, and inspire a team of customer service representatives to achieve individual and team targets.
- Provide guidance, support, and constructive feedback to team members to enhance their performance and professional growth.
- Foster a positive and collaborative team culture that encourages open communication, teamwork, and continuous improvement.
- Conduct regular team meetings and to communicate goals, expectations, and updates on performance metrics.
- Proactively identify patterns, trends, or recurring issues from customer interactions and report them to the appropriate teams.
- Suggest improvements to customer service processes, policies, and procedures based on customer feedback and experiences.
- Monitor and analyse key performance indicators (KPIs) to ensure team members meet or exceed established targets.
- Implement performance improvement plans when necessary and recognise and reward outstanding performance.
- Ensure optimal team scheduling and adherence to work schedules, breaks, and shift rotations.
- Monitor call center metrics, such as average handling time, service level agreements (SLAs), and customer satisfaction scores.
- Ensure that customer interactions are handled professionally, efficiently, and with a focus on achieving positive outcomes.
- Collaborate with other departments to address systemic issues, improve processes, and enhance the overall customer experience.
- Advocate for the customer, championing a customer-centric approach throughout the team and Salary Finance.
Who you are
We embrace our differences but there's one thing we like to share our values, so it's important to us you are:
- fearless, and able to make the impossible possible.
- responsible, and want to help build a business that delivers a meaningful difference to society.
- dedicated and want to commit to an exciting journey even through the highs and lows.
- empathetic and truly care about every colleague and customer.
- united, because you understand we achieve more when we work as a team.
- humble, and take feedback as a way to continuously improve.
- You have 2+ years experience in a Team Leader role.
What's in it for you?
- Competitive salary
- Company bonus scheme
- Regular company socials
- Fast-growing environment
- Career development – no two days will be the same
- Hybrid working, 2 days per week in West London office
- Generous company benefits including a pension scheme, health and life assurance, 25 days holiday, an extra day off on your birthday, subsidised onsite cafe, complimentary team breakfast every Tuesday, complimentary fresh fruit, cycle to work scheme, gym discount (with PMI), childcare benefits, flexible working and many other perks!
We're looking for people that will get stuck in and make a difference. We have a great collaborative, entrepreneurial team that are passionate about what they do. If you want to join a team that is changing people's lives for the better then we'd love to hear from you.
Learn more at salaryfinance.com
Salary Finance is proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive work environment where all employees and applicants can flourish.
