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Customer Service Team Leader

2 months ago

Milton Keynes Buckinghamshire, United Kingdom Allica Bank Full time

About Allica

Allica is the UK’s fastest growing company - and the fastest-growing financial technology (fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in fintech. Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers.

Role Description

We are looking for a passionate people leader, with a keen eye of detail. Leading a Customer Service team is a fast-moving role and the ideal candidate should feel comfortable in a busy environment where they can make a difference to our customers and team members throughout the day.

Principal Accountabilities

  • Oversee day-to-day team operations.
  • Monitor team performance and report on metrics.
  • With OM, establish clear objectives and personal development plans for team members, managing performance against these.
  • Motivate team members, recognising high performance and rewarding accomplishments.
  • Support Allica’s Change programme, providing Operational SME knowledge or resource as required.
  • Discover training needs and provide coaching as appropriate.
  • Ensure Annual Mandatory Training and all other required training is scheduled and met personally and across the team.
  • Listen to team members’ feedback and resolve any issues or conflicts.
  • Encourage creativity and risk-taking.
  • Suggest and organise team building activities.
  • Work closing with OM and QA/QC to review all team processes and procedures to assure that key failure points are identified and appropriately flagged.
  • Support the operational forecasting and demand management processes to ensure delivery of operational capacity and capability to meet operational and customer objectives.
  • Ensure controls and checks are being followed to ensure all activities managed are effectively and in a timely manner, escalating issues and problems to the HOO.
  • Support the training of staff on operational tasks to ensure adoption and cascade of appropriate policies, reporting and escalation within the Operations team and to Risk & Compliance or the MLRO as required.

Personal Attributes & Experience

  • A strong customer service ethic: Experience of building, implementing and improving customer experience.
  • Proven experience as a Team Leader or Supervisor, preferably in Financial Services / regulated environment.
  • In-depth knowledge of process management and ability to deliver volume tasks on daily / weekly / monthly basis.
  • Evidence of quality relationship management skills and the ability to engage across a wide range of differing stakeholders.
  • Change management experience.
  • Strong technical skills, especially MS Excel, PowerPoint, SharePoint, Outlook, etc.
  • Excellent communication and leadership skills.
  • Organisational and time-management skills.
  • Experience in developing team members through effective performance management.
  • Ability to create a culture of support and challenge within a Customer Service environment.

Working at Allica Bank

At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers.

Our employees are at the heart of everything we do, so our benefits are designed with you in mind:

  • Full onboarding support and continued development opportunities.
  • Options for flexible working.
  • Regular social activities.
  • 25 days holiday – with the option to Buy/Sell.
  • Pension contributions.
  • Discretionary bonus scheme.
  • Private health cover (with the option to add family members).
  • Life assurance.
  • Income Protection.
  • Family friendly policies including enhanced Maternity & Paternity leave.
  • Season ticket loans.

Don’t tick every box?

Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you

Flexible working

We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate.

Diversity

We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.