Customer Service

4 weeks ago

Rotherham, 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 Customer Service & Operations Unit Leader
- This is an opportunity to make a positive impact to our customers and colleagues
- You’ll be leading and motivating a team to deliver successful customer and business outcomes
- Along with developing your existing people management skills, you’ll be well positioned to advance your career in this fast-paced role
- We’re offering hybrid working with this role, so you’ll be able to work in our Rotherham office twice a month and the remainder from home

**What you'll do**:
As a Customer Service & Operations Unit Leader, you’ll be delivering successful customer and business outcomes by making sure that your unit is efficiently planned. We’ll look to you to focus on optimising capacity and managing operational escalations, disputes and risks. You’ll be working to really understand what our customers need, by actively reviewing performance targets and helping the team to identify trends and address areas of improvement.

We’ll look to you to understand and drive the performance of your team and deliver improvements in productivity, efficiency and service performance by coaching, inspiring and developing your people.

Your responsibilities will include:

- Leading process re-engineering and automation initiatives, collaborating with our support functions to do so
- Ensuring the engagement and development of colleagues, making sure that a plan in place for training and accreditation
- Making sure that service levels are achieved, using resources optimally and reducing costs where possible
- Helping to maintain up-to-date process documents, contributing to the definition of performance targets, measurement and the reporting of critical MI to enable the right decision making
- Delivering cost effective measures within the team and contributing to simplifying the organisation

**The skills you'll need**:
We’re looking for someone with good people management skills, with the ability to successfully engage and motivate teams to success. Alongside this, you’ll have an understanding of people processes and policies. We’ll also expect you to have the ability to review processes with an analytical mind-set and maintain a focus on continuous improvement.

You’ll also need:

- Experience of leading and motivating a team to deliver excellent customer service within required SLAs
- Experience of working closely with business stakeholders to deliver change or improvement to processes
- Knowledge of Lombard products, services, policies and procedures, with specific knowledge of Onboarding processes would be advantageous
- Experience of operational capacity planning and of Risk and Controls oversight
- An understanding of risk, compliance and legal issues in different jurisdictions

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