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Job description

We’re looking for experienced Customer Service Leaders/Managers that have a passion for customer service to join our growing customer support team. If you work in a customer service environment, with some knowledge of Investments/Pensions and/or retail banking, we want to hear from you.

Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer service leaders will play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management. You will join and support our Investments customer operation.

Job Summary & Responsibilities

• Leads, manages and supervises the day-to-day operations of a team of Investment technical leads and customer support agents
• Creates an in-depth understanding of the day-to-day responsibilities of the customer support team
• Creates and maintains an environment with intense focus on customer satisfaction/advocacy and professional customer support balanced with consistent achievement of standard business objectives
• Serves as a SME and coach for sound Investment and retail deposit practices.
• Takes ownership of customer enquiries and responds to escalated customer issues in accordance with agreed procedures
• Provides incoming call coverage when needed
• Provides hands on assistance to team members while serving as an escalation point for the operation’s customer issues and complaints
• Establishes schedules for customer support agents, ensuring call flow and staffing requirements are met
• Trains, provides direction, and enforces policies and standards to help the staff achieve departmental goals and objectives
• Employs principles and techniques as defined in the quality audit criteria, and develop and implement quality assurance standards, processes, and controls
• Responsible for conducting internal quality audits/monitors of customer support team and assists with development and implementation of appropriate corrective action plans, training tips, and team communication to improve overall quality results,
• Coordination of call and case quality audits and remediation plans in partnership with Training and Development leader
• Conducts/participates in calibration session to ensure proper scoring across team members
• Manages the individual performance of the team, rewarding behaviors and/or performance when appropriate as well as addressing performance and behavioural issues as they arise
• Conducts weekly one-on-ones and bi-weekly staff meetings as well as on-the-spot coaching / feedback
• Works closely with teams to ensure related processes operate efficiently and effectively and implement improvements when necessary
• Works closely with Business Risk Manager to manage key controls and escalate any incidents/events without delay. Pro-actively identifies any new issues or risks and works to ensure suitable controls are in place
• Recommends improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
• Offers guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the business

Skills

• Proven ability to lead by example, with a positive attitude
• Ability to lead teams and drive performance standards
• Good interpersonal skills
• Excellent analytical and problem-solving skills
• Strong customer focus and a good telephone manner
• Ability to lead teams and drive performance standards
• Good leadership skills and the ability to motivate and develop staff
• A desire to help others work towards targets and develop their skills
• Ability to manage and drive a culture of continuous improvement
• Investments and Pension products knowledge desirable
• Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers
• Is adaptable, high energy levels and desire to help others
• Good analytical and problem-solving skills with a view to support changes to processes

Basic Qualifications

• Minimum of 3 years management experience within customer services environment
• Some product knowledge across Retail banking and or Investments/Pensions Knowledge

Preferred Qualifications

• Experience in a retail banking environment/Insurance environment
• Experience administrating and servicing investment and/or SIPP products
• CII FA1. FA2
• Accredited Pension/Investment qualification

Job Type: Full-time

Schedule:

• Monday to Friday

Supplemental pay types:

• Performance bonus

Ability to commute/relocate:

• Birmingham, B3 2AA: reliably commute or plan to relocate before starting work (preferred)

Work Location: Hybrid remote in Birmingham, B3 2AA