Team Leader - Savings

Guide and lead a team of Customer service representatives and supporting the overall Savings Operation. Help ensure our customers are serviced with empathy, efficiently and without error. To work as part of a management team to help achieve both personal and business objectives. Key Responsibilities - Manage and Organise their team of customer service agents, monitor queues and provide daily reports/updates on performance and task management. - Plan and facilitate Team Meetings, 121’s, Coaching, call monitoring and general work sampling of the customer service agents. This will also include performance plans and probation reviews. - Oversee the individual and collective performance/output of the Agents in their team. Ensure all quality checks are shared and responsible for HR issues (annual leave, absence, Disciplinary etc), Risk events and Complaint management. - To support implementation of the business/department behaviors into both the core customer service and outsourced/partners teams across Retail. - Support with customer calls/secure messages when the business requires support – escalations, complaints and complex cases which requires senior involvement. - Support with Adhoc payments/tasks, TL mailbox requests, recruitment and Advanced access. - A leader who can inspire a team and develop individuals. Able to provide constructive feedback focusing on reward, recognition and encouragement. - Banking or financial services experience – Working within a front facing Customer service team essential - Previous Managerial experience required -preferably in a contact centre environment - Experience in delivering coaching/training and 121’s - Demonstrate strong stakeholder management skills - Evidence of Risk management framework displayed - Customer focused – TCF experience - Ability to produce/review process maps and procedure manuals - Advanced Writing and literacy skills - Competent with Microsoft Office - Complaint handling experience - Self-motivated and driven with high personal standards and personal goals. - Be proactive and innovative. - Able to inspire and leads others to achieve challenging results. - Excellent planning and organisational skills. - Resilient and able to adapt in an ever changing, fast paced environment. - Advanced verbal and written communication skills - Ability develop effective relationships built on respect. - Open minded and flexible; a ‘can-do’ approach with the ability to innovate and continuously improve all aspects of the administrative environment.