Pensions Communications and Training Lead

1 week ago


Milton Keynes, Milton Keynes, United Kingdom Snap Finance UK Full time

Snap Finance was founded in the United States in 2012, and today is the largest privately held alternative finance in the US.

Snap Finance UK was launched in July 2017 and offers financial solutions to consumers who have been refused credit or are building up their credit score, through a network of retail partners across the UK.

Our Mission is to unlock financial flexibility for a better life and our vision is to imagine a world where everyone has the financial means to thrive.

To find out more, please visit our website at

We are on the lookout for a Customer Service Team Leader to join our team, see more information below.

Crownhill, Milton Keynes / Hybrid Working (flexible is who we are, but we expect you to be in the office 2-3 days a week)
5 hours a week - Monday – Friday 8:30am – 17:30pm. Saturday work is every 4 weeks between the hours of 08:30am – 13:00pm

The job holder will be involved in recruitment, motivating the team, training new employees, and ensuring all team members are following and adhering to Snaps company policies and procedures.

Conduct one-to-one meetings, coaching sessions, calibration sessions and training with the team, to ensure you are monitoring performance and maintaining a good relationship with employees.

Manage all Customer Service inbound call SLA and outbound dialler campaigns.
Own the success of the Customer Service team – SLA's, KPI's, customer satisfaction, trust pilot, and more.
Lead by example, ensuring the Customer Service team are following Snaps strict rules and regulations.
Evaluate performance; Personal accountability for staffing, response SLAs, quality, coaching, development, and success of the department.
Provide regular updates to the management team on performance, opportunities, and gaps to improve overall service.
To be successful in the role as a Customer Service Team Leader we require the following skills and experience:

Successful track record of building strong relationships with customers and colleagues.
Competent with a PC and MS Office.
Time management.
Listening and rapport building.
Competitive salary plus an annual discretionary bonus based on company performance and/or personal yearly performance.
~26 days annual leave – plus your birthday off and an extra day for each year you've worked, capped at 4 years (that's an additional 4 days)
~ Discounted gym memberships
~ It's all about balance – Our hybrid work environment encourages employees to utilise the flexibility of working from home, as well as the benefits of in-person collaboration that our offices provide
~ Life Assurance
~ Cycle2work Scheme
~ Eyecare vouchers

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