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Savings Support Team Leader
Market Harborough, Leicestershire
£depending on experience
Are you seeking a new opportunity where you can work for an organisation that always puts their customers first? Our client is a mortgage and savings provider, offering a wide portfolio of products to the market. They are seeking an experienced leader to join them, to effectively manage colleagues within their Savings Support Team.
The team is circa 14, and they are responsible for any savings queries via telephone, online and more specialist, complex transactions. The strategy is to have two team leaders within this department, with each having line management responsibilities of circa 6/7 individuals.
Our client is based in Leicestershire and due to the nature of this role, they do require this individual to be office based circa 3/4 days per week, and more during the training period.
Duties of the Savings Support Team Leader include:
- To deliver a quality service to the savings customers being an expert for complex transactions.
- Provide help, support and feedback to customers and colleagues.
- Ensure vulnerable characteristics are effectively identified and needs met.
- Work with Savings Transformation lead to identify processes for development and improvement, operating in line with quality assurance guidelines
- Ensuring the customer journey results in good customer outcomes.
- Lead the team to, and personally deliver exceptional customer service in line with defined standards
- Manage the accurate and timely completion of risk-based actions such as audit, complaints and risk reports.
- Ensure accurate processing, timely release and competent authorisation of electronic payments processed via the Savings support team in line with Payment Service Regulations.
- Take ownership for your own training and development requirements and proactively drive the process
This is a fantastic opportunity for someone who thrives on fantastic customer service, and really wants to lead and motivate a dedicated team. There will be opportunities to review and advise on process improvements, and really have a hand in customer experience.
The successful individual will possess:
- Previous experience within a call centre environment.
- Prior experience/exposure of leadership i.e. assistant manager, supervisor, coaching and/or training.
- Experience within a regulated environment would be desirable.
