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Customer Service Advisor

2 months ago

Tyne and Wear, United Kingdom Cpl Full time

Role: Finance & Processing Supervisor

Rate: £26,000

Duration: 6 month to full time

Location: Newcastle â NE27 0BY


We are looking for an experienced Team Supervisor to lead our Finance and Processing Team. Reporting to the Operations Manager â Finance and Training, you will be an experienced leader ideally with a proven track record in leading teams in a regulated, financial services environment.

You will be responsible for the day to day management of a small team of Finance and Processing agents. Monitoring and managing their productivity and quality to ensure workloads are cleared efficiently and to the required standard. Ensuring processes are followed and in line with client FCA and client policy requirements. Where needed, deputising for Operations Manager internally, as well as with the client.

You shall spend the majority of your time guiding and coaching your own team to help them achieve their goals, while also being expected to provide support to others in the Contact Centre when needed.

You will provide your team with clear objectives and develop them in their ability to deliver excellent customer service across a wide range of queries and problems. You will have experience in dealing with a broad range of performance management and challenging people issues, all the time demonstrating great leadership skills.

You will also assist the Contact Centre Operations Management team with the day-to-day effective running of the Contact Centre, driving team performance to achieve all Service Levels.

What weâre looking for in a Team Supervisor â Finance and Processing:

  • Customer oriented first and foremost, someone that is passionate and empathetic and driven to do the right thing for customers.
  • A proven track record in people development and management.
  • Financial Services, or another regulatory environment experience is extremely advantageous.
  • Excellent verbal and written communication skills.
  • Excellent analytical and problem-solving skills.
  • Excellent organizational skills.
  • A keen eye for detail and high levels of accuracy, with solid administration experience.
  • IT skills with good knowledge of Microsoft Office, in particular Excel and PowerPoint for reporting and presentations.

Work Environment:

The role is an office based one working on our site at Cobalt Business Park, Mercury House. Induction training is for a period of 6 weeks and includes 3-weeks class room based learning, and then on the job training.

We try to have fun, with quizzes, competitions and challenges where we raise funds for our chosen charities/good causes.

Our working hours are between 8am -8pm, Monday to Friday and 9am â 6pm Saturday & Sunday. For this role, shifts will primarily be between 08:00 and 18:00 Mon â Fri, although there is a requirement for late shift and weekend shift cover for the overall operation.

What can we offer you?

  • Competitive salary.
  • Competitive benefit package consisting of private medical insurance, gym membership discounts, contributory pension scheme plus lots more.
  • Mental health first aider's support.
  • Plus, a lot more on offer.

If you are interested please send your CV to warren.smith@cpl.com