1 job found in Milton Keynes, Buckinghamshire

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    • milton keynes, buckinghamshire
    • permanent
    • £28,000 - £32,000 per year
    • full-time
    I am looking for a Customer Support Team Leader to join a leading investment bank.Working Hours - 35 hours Monday - FridayLocation - Milton KeynesJob Summary & ResponsibilitiesLeads, manages and supervises the day-to-day operations of a team of customer support agentsCreates an in-depth understanding of the day-to-day responsibilities of the customer support teamCreates and maintains an environment with intense focus on customer satisfaction/advocacy and professional customer support balanced with consistent achievement of standard business objectivesServes as a SME and coach for sound retail deposit practicesProvides incoming call coverage when neededProvides hands on assistance to team members while serving as an escalation point for the operation's customer issues and complaintsEstablishes schedules for customer support agents, ensuring call flow and staffing requirements are metTrains, provides direction, and enforces policies and standards to help the staff achieve departmental goals and objectivesEmploys principles and techniques as defined in the quality audit criteria, and develop and implement quality assurance standards, processes, and controlsResponsible 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 leaderConducts/participates in calibration session to ensure proper scoring across team membersManages the individual performance of the team, rewarding behaviours and/or performance when appropriate as well as addressing performance and behavioural issues as they ariseConducts weekly one-on-ones and bi-weekly staff meetings as well as on-the-spot coaching / feedbackWorks closely with teams to ensure related processes operate efficiently and effectively and implement improvements when necessaryWorks 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 placeRecommends improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategyOffers 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 SkillsProven ability to lead by example, with a positive attitudeAbility to lead teams and drive performance standardsGood interpersonal skillsGood analytical and problem-solving skillsSelf-directed team player, ability to drive high performance and work independently or in a team-oriented and fast paced environmentStrong customer focus and a good telephone mannerAbility to lead teams and drive performance standardsGood leadership skills and the ability to motivate and develop staffA desire to help others work towards targets and develop their skillsAbility to manage change Basic QualificationsMinimum of 3 years team leader experience within customer services environmentSome product knowledge across Banking and Savings within retail banking Randstad Financial & Professional encourage applications from individuals of all ages & backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Randstad Financial & Professional acts as an employment agency for permanent recruitment & an employment business for temporary recruitment as defined by the Conduct of Employment Agencies & Employment Business Regulations 2003
    I am looking for a Customer Support Team Leader to join a leading investment bank.Working Hours - 35 hours Monday - FridayLocation - Milton KeynesJob Summary & ResponsibilitiesLeads, manages and supervises the day-to-day operations of a team of customer support agentsCreates an in-depth understanding of the day-to-day responsibilities of the customer support teamCreates and maintains an environment with intense focus on customer satisfaction/advocacy and professional customer support balanced with consistent achievement of standard business objectivesServes as a SME and coach for sound retail deposit practicesProvides incoming call coverage when neededProvides hands on assistance to team members while serving as an escalation point for the operation's customer issues and complaintsEstablishes schedules for customer support agents, ensuring call flow and staffing requirements are metTrains, provides direction, and enforces policies and standards to help the staff achieve departmental goals and objectivesEmploys principles and techniques as defined in the quality audit criteria, and develop and implement quality assurance standards, processes, and controlsResponsible 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 leaderConducts/participates in calibration session to ensure proper scoring across team membersManages the individual performance of the team, rewarding behaviours and/or performance when appropriate as well as addressing performance and behavioural issues as they ariseConducts weekly one-on-ones and bi-weekly staff meetings as well as on-the-spot coaching / feedbackWorks closely with teams to ensure related processes operate efficiently and effectively and implement improvements when necessaryWorks 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 placeRecommends improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategyOffers 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 SkillsProven ability to lead by example, with a positive attitudeAbility to lead teams and drive performance standardsGood interpersonal skillsGood analytical and problem-solving skillsSelf-directed team player, ability to drive high performance and work independently or in a team-oriented and fast paced environmentStrong customer focus and a good telephone mannerAbility to lead teams and drive performance standardsGood leadership skills and the ability to motivate and develop staffA desire to help others work towards targets and develop their skillsAbility to manage change Basic QualificationsMinimum of 3 years team leader experience within customer services environmentSome product knowledge across Banking and Savings within retail banking Randstad Financial & Professional encourage applications from individuals of all ages & backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Randstad Financial & Professional acts as an employment agency for permanent recruitment & an employment business for temporary recruitment as defined by the Conduct of Employment Agencies & Employment Business Regulations 2003

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