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Call Centre Team Leader

4 months ago

Manchester, United Kingdom The Co-operative Bank Full time

**Role: Contact Centre Team Leader**
**Location: Balloon Street, Manchester (with the prospect to work from home in the near future)**
**Contract: Permanent**

**Hours: Full-Time - 35 hours (Mon-Fri between 8-8pm and every other Sat 9am-5pm)**
**Salary: up to £34,000 depending on experience**

**A career that makes a difference**

**Who we are**:
Formed in 1872 in Victorian Rochdale, our bank was built on co-operative values that still stand today. A lot has happened in 150 years, and we’ve been there through it all. Not just helping people with their money, but helping people fight for justice and the causes they care about. We are the only UK high street bank with a customer-led Ethical Policy; one of the main reasons our customers choose to bank with us.

We are the bank for people with purpose. From supporting local communities to tackling climate change, all our colleagues and customers have a say in who we are and how we do business. Ethical then, ethical now, ethical always.

**Role purpose**:
As a Team Leader, you will lead, plan, develop, motivate, organise and control the activities and resources of a team to deliver customer satisfaction and operational objectives. You will build effective capability in the team to ensure delivery of the Contact Centre scorecard whilst continually maintaining all quality, regulatory and procedural standards.

**Key responsibilities**:

- Lead, develop, coach and motivate colleagues as People with Purpose to ensure they are aware of and capable of delivering their responsibilities and to ensure the creation and maintenance of a high performance culture and a Customer First ethos focused on delivering to customer needs.
- Plan, organise, oversee and monitor team activities against scorecard objectives, standards and service levels, agreeing and taking actions to improve capability and performance, so that the team achieves its maximum potential.
- Lead the effective delivery customer transactions including complaint handling, across all team members whilst ensuring adherence to all regulatory requirements.
- Resolve customer complaints and queries escalated from team members, only further escalating critical problems as appropriate identifying and highlighting trends / emerging issues to enable their early resolution.
- Develop team understanding of business plans, and current performance, to enable them to contribute effectively to delivering to customer needs and to the performance and continuous improvement of the business.
- Lead the rapid identification, analysis, resolution and implementation of operational problems to ensure the minimum interruption to the customer and area presenting conclusions and recommendations for improvements to more senior leaders.
- Participate in the development, and maintenance of procedures, systems and processes to support the effective delivery of operational activities, and manage the effective implementation of any changes and developments into the work of the team.
- Participate in, or lead as appropriate, projects, ensuring responsibilities as part of the project team are delivered to plan.
- Provide support as required to other teams and Team Leaders to facilitate the effective delivery of operational activities and the swift resolution of problems and issues.
- Maintain knowledge of regulatory and legal requirements relevant to the role. Support and promote compliance with those requirements within the role and the business.
- Embed a culture focused on the quality of customer outcomes
- Delivery of enhanced risk management activity which ensures that customer facing activities are driving reduced customer detriment and improved customer outcomes.
- Demonstrate an understanding of the risks within the activity undertaken in the area and the controls that operate to mitigate those risks.
- Support and drive the transformation and cost agenda through initiatives such as channel migration, clear and simple and one and done.
- Participate in recruitment activities for the area, including making decisions on individuals to ensure the area possesses sufficient colleagues of the required capability to deliver its responsibilities.
- Carry out all required people management activities, including effectively implementing performance management processes to enable colleagues to maximise their performance and address individual performance issues to ensure the smooth functioning of the team.
- Participate in recruitment activities for the area, including making decisions on individuals to ensure the area possesses sufficient colleagues of the required capability to deliver its responsibilities.
- Embed a culture focused on the quality of customer outcomes
- Delivery of enhanced risk management activity which ensures that customer facing activities are driving reduced customer detriment and improved customer outcomes.
- Demonstrate an understanding of the risks within the activity undertaken in the area and the controls that opera