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Team Leader - Birmingham - Competitive salary and benefits

Oakley Recruitment
Job LocationBirmingham
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Oakley Recruitment is working in partnership with a well-established global, organisation based in Birmingham. The ideal candidate will have strong leadership skills, with previous experience in dealing with some knowledge of investments/pensionsand/or retail banking.This opportunity offers hybrid working.Summary You will join the growing customer support team. You will lead, manage and supervise the day-to-day operations of a team of Investment technical leads and customer support agents.Duties & Responsibilities

  • Creating and maintaining an environment with an intense focus on customer satisfaction
  • Taking ownership of customer enquiries and responding to escalated customer issues in accordance with agreed procedures
  • Providing incoming call coverage when needed
  • Providing hands-on assistance to team members while serving as an escalation point for the operations customer issues and complaints
  • Establishing schedules for customer support agents, ensuring call flow and staffing requirements are met
  • Training, providing direction and enforcing policies and standards to help the staff achieve departmental goals and objectives
  • Employing principles and techniques as defined in the quality audit criteria, and developing and implementing quality assurance standards, processes, and controls
  • Responsible for conducting internal quality audits/monitors of customer support team and assisting with the development and implementation of appropriate corrective action plans
  • Managing the individual performance of the team, rewarding behaviours and/or performance when appropriate as well as addressing performance and behavioural issues as they arise
  • Conducting weekly one-on-ones and bi-weekly staff meetings as well as on-the-spot coaching and feedback
  • 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 and experience
  • Minimum of 3 years of management experience within a customer services environment
  • Ability to lead teams and drive performance standards
  • 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
  • Some product knowledge across Retail banking and or Investments/Pensions Knowledge
Package and benefits
  • Working between 8am -8pm on a rotational basis
  • 31 days holiday including bank holidays
  • Comprehensive healthcare
  • Contributory pension scheme
  • Travel season ticket loan
  • Bike scheme
  • Childcare scheme
  • Bonus scheme
Please Note: We do not contact or write to unsuccessful candidates. If we have not contacted you within 48 hours of your application, you should presume that your application was unsuccessful. By applying for this vacancy, you are permitting forOakley Recruitment to contact you and retain your details. In compliance with the regulations (April 2004) in place under the employment agencies act, Oakley Recruitment will require proof of identification. A copy of your passport, birth certificate and NInumber will be required, as part of your interview process.

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