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Contact Centre Team Leader

4 months ago

Birmingham, United Kingdom NatWest Group Full time

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Contact Centre Team Leader
- We’re looking for someone to motivate a customer centric team towards high levels of success, making sure that they feel valued, involved and recognised in their roles
- You’ll be playing a significant part in delivering trust and advocacy to our customers, making sure that your team keep the customer at the heart of everything they do
- This is an excellent opportunity to be recognised for your people leadership skills and develop and enhance your network across the bank

**What you'll do**:
As a Contact Centre Team Leader, you’ll be creating and driving a customer focused culture, maintaining high levels of product and service knowledge across your team to fulfil our customers’ needs. By analysing and using MI, you’ll be recommending changes and transformation initiatives that benefit our customers and your business area. You’ll also utilise feedback from colleagues and customers to maintain the continuous improvement of our customer experience.

Your responsibilities will include:

- Overseeing the performance of the team against agreed objectives, taking steps to manage and drive performance
- Managing risk to make sure that key regulatory, operational, credit and control processes are adhered to
- Providing your team with coaching and feedback to maintain high levels of service and good customer outcomes
- Liaising with senior management to report on your team’s performance and help drive strategy initiatives across the bank

**The skills you'll need**:
To succeed in this role, you’ll need extensive experience in people leadership, with the ability to embed a customer focus across a team. Strong communication and interpersonal skills are vital, alongside the ability to develop and coach others to deliver outstanding levels of customer service. You’ll also have the ability to deliver and maintain an understanding of the wider aims of the bank.

Additionally, we’ll expect you to have:

- Experience of communicating, preparing and delivering presentations to senior audiences
- The ability to identify operational inefficiencies and provide practical solutions for them
- Well developed planning and organisational skills