Customer Services Team Leader

1 week ago

Milton Keynes, Milton Keynes, United Kingdom Volkswagen Financial Services (UK) LTD Full time

Customer Service Team Leader - Full Time Permanent

Hybrid Role - Milton Keynes

Salary Starting from £29, Days Holiday, Company Car Scheme and other Generous Benefits

Closing Date: 13th June 2024

If you are passionate about people and Customers this is an exciting opportunity to lead a team of Customer Service Advisors who are responsible for providing a high quality, seamless customer experience across the business. As well as our customers you will focus on the engagement and development of your team and work with your peers on operational improvements through a collaborative approach.

You will be responsible for engaging, inspiring and motivating your team to deliver exceptional levels of service to our customers focusing on first contact resolution. A key responsibility is to lead/manage the performance of the team through a variety of coaching and engaging methods and act as the voice of our customer to drive continuous improvement in our processes and procedures.

You will contribute and actively participate to the wider Customer Operations leadership team to ensure a consistent application of all internal policies and procedures whilst demonstrating role-model behaviours. You will act as the voice of the business ensuring long-term relationships are maintained across all the VWFS brands.

You will need to love people, leading people and helping colleagues be the best they possibly can through coaching and developing them, as this will be main activity in your role.

Ideally the successful candidate will need to either be operating at or recently operated at Team Leader level with other contact centre environment experience.

Responsibilities

  • Lead a team of Customer Services Advisors including a Senior Advisor
  • Lead and maximise the performance of the team and proactively managing performance -either through supporting underperformers or stretching high performers in line with a succession plan
  • Responsible for engaging team in and delivery of performance related departmental KPIs and SLAs
  • Be expected to develop and grow the team to make decisions that ensure fair and balanced customer outcomes, with the expectation that when a resolution is outside of a Senior or Advisors remit; you will become the point of escalation
  • Conduct appropriate Quality Assurance activity which could include, but not limited to; call and email monitoring, process and procedure adherence, correspondence and customer outcome audits, to ensure the team meet or exceed quality standards and Financial Conduct Authority (FCA) compliance regulations
  • Actively participate in a culture that adheres to all Treating Customer Fairly (TCF) outcomes as defined by the FCA
  • Allocate and monitor workload within teams and at an individual level, to ensure productivity and quality are at required standard.
  • In partnership with HR colleagues, manage localised employee relations cases and contribute to recruitment efforts
  • Support and manage departmental and change management initiatives
  • Drive a culture of continuous improvement
  • Act as an ambassador for our Code of Conduct and Guiding Principles

Skills and Experience

  • Full PC literacy essential
  • Previous experience of people management
  • You will be able to manage a high volume of tasks and meet deadlines
  • Strong communication skills across the spectrum up to Senior Management
  • Proven ability to liaise with and manage stakeholder expectations
  • Strong organisational and time management skills
  • Focus on ensuring good customer outcome
  • Demonstrate understanding of all relevant aspects legislation/requirements including but not limited to Treating Customers Fairly (TCF) and Financial Conduct Authority (FCA).
  • Required to have extensive knowledge of a wide range of processes and business systems - ie CRM, SAP, CMS, and Avaya.

What's in it for you?

  • Salary Starting from £29,245
  • Access to our Company Car Scheme
  • Discretionary bonus
  • 27 days holiday (Pro rata) + Bank Holidays
  • Free parking onsite
  • Access to an exclusive deals and discounts website plus so much more

We are passionate about employee development and offer ongoing support and training to help people achieve their career aspirations. We want you to achieve at your best and enjoy a successful career with us

About Volkswagen Financial Services

Our mission is straight forward, we want to be 'The Key to Mobility'. What does that mean? To make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.

Volkswagen Financial Services is committed to being an inclusive employer and we welcome applications from everyone. Diversity and Inclusion is not just a statement for us and we are nurturing an environment where everyone can be their 100% self. If there is anything we can do to support you being your 100% self during our recruitment process, please let us know and we will support you as best we can

As part of our hybrid working arrangements we are giving our colleagues the opportunity to work a minimum of one day in the Milton Keynes office however flexibility is expected and you can work in the office more if you'd prefer. The hybrid working policy can be applied differently at departmental level as the role requires. We would also expect new colleagues joining us to work from the office for the entirety of their training period until competent in role.

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