Customer Solutions Centre Team Leader
4 weeks ago
You will be leading and supporting a team of consultants within our Customer Solution Centre instilling a strong customercentric culture focusing on complaints resolution.
Coaching and supporting your team to achieve their personal professional and performance goals whilst being responsible for conducting regular quality and compliance monitoring of your teams case handling to identify areas of potential improvement.
Supporting effective change through continuous identification and implementation of operational best practices whilst ensuring all regulatory requirements are met including working cases to specified timeframes maintaining accurate and up to date records whilst ensuring compliance to customer communication strategy.
You will also be managing the training and development needs of the team to ensure competency in their role.
What you will be doing in the role.
- Manage daily operational duties and KPIs of the team.
- Deliver performance improvement.
- Reporting and insight (including intraday monitoring of performance).
- Inspiring motivating and challenging your team to become high performing agents.
- Coaching and development.
- Quality Monitoring.
- Team Administration Duties (such as holiday management absence work allocation etc).
- Manage any and all People responsibilities that arise within the team (liaising with HR).
- Contribute to the overarching complaints strategy as an SME in your area.
Qualifications :
They type of person we are looking for.
- Prior experience working in a regulated environment.
- Strong people leader with the ability to organise and manage a customer centric team.
- Motivated by the development of people being fully inclusive in identifying potential and talent in others (enabling and empowering others to grow).
- Has a passion for growth and delivering against objectives. Understands the department strategy and how it supports the key business objectives.
- Desire to put the customer (internal and external) at the heart of everything that you do. Understands how to coach on customer centricity and value.
Additional Information :
What youll receive in return
- A performance based annual bonus & an additional flexible allowance to spend on additional benefits topping up your pension or to be added to your salary
- Hybrid working between your home (23 days a week) and our Glasgow office (23 days a week)
- 28 days annual leave 8 bank holidays 3 personal days annually which increases with length of service
- Private Medical Insurance Life Assurance and Income Protection
- Free mobile phone package & unlimited simcard
- .... Plus lots more including wellbeing and learning & development benefits
Our people make us who we are. Were a diverse and inclusive bunch and its important you can feel you belong here. We value everybody for who they are and what they bring to the table supporting one another as we continue to deliver for our customers.
With that in mind if you do not tick every box in the job advert above there are likely other valuable attributes and skills you have that would make you a great addition for the team. So if you feel this role is for you then please apply We are committed to equality in employment and growing a diverse workforce. We embrace those of any race gender identity sexual orientation age religion disability marital status family status or civil status and we want our teams to reflect this
We are a Disability Confident Committed Employer. Need any reasonable adjustments Let us know when you apply so we can support you throughout the interview process.
At Three we have a hybrid working arrangement in place as standard for office based employees where employees work from a mix of office based location and working from their home in the UK to carry on their role.
Excluding retail our core hours at Three are between 10:00 and 16:00 with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.
Remote Work :
No
Employment Type :
Fulltime
Key SkillsHyperion,Acquisition,Asset,ABAP,Basic,Activex
Vacancy: 1
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