Customer Service Team Leader

7 months ago


Farnborough, United Kingdom Mulberry Recruitment Full time

**Customer Service Team Leader (Financial Services)**

**Location: Farnborough**

**Salary: £32,000**

**Hours: Monday - Friday, 9am - 5.30pm**

**Hybrid: 2 days WFH after probation is completed**

This is a great opportunity for someone to grow their skill set while working and supporting some of our Senior

Management Teams and service providers.

**Responsibilities**:
Reporting to, and supporting the Banking & Investment Operations Manager, you will play an essential part in

guiding both teams.

Your primary role is to ensure work is assigned and actioned effectively by that team, and that they have the necessary direction and support to do their jobs well and meet the departments targeted SLA’s.

Ensuring the team provides the best level of service, both to our members and to the wider teams.

Efficient assignment of tasks, to meet both workload demands and targeted SLA’s.

Effective management and resolution of escalations and complaints from the team. Where necessary, to be within the relevant regulatory requirements.

Performance management and training.

Be available, visible, and able to answer any questions.

Provide concise weekly/monthly reporting to management

Onboarding and training new team members.

Support the completion of yearly audits.

Work with, and support, the wider product team on new features.

Clear communication of any issues to the relevant internal department as appropriate.

Helping maintain a happy, motivated team.

**Person Specification**:
Experience supervising a team, preferably (but not necessarily) in a contact centre environment.

Previous experience within a regulated environment, preferably working to FCA guidelines.

Competent use of computer software to prepare reports and documents via Microsoft and/or Google Suite.

You are a clear communicator and able to use diplomacy and sensitivity wherever needed.

You’re a problem-solver who can assess a situation and identify possible solutions.

A confident and approachable people person.

Someone who cares and is passionate about what they are doing every day

Someone who can keep calm in a crisis.

**Benefits**:
Workplace pension plan

30 days of holiday (including all but 3 public holidays)

Cash health plan.

An excellent Induction and onboarding program with ongoing learning and development throughout your career

A performance-related reward scheme ranging from to every 6 months

Physical and Mental Wellbeing support and platforms for you and your family

Breakfast and snacks every day

Great company events local and abroad

Enhanced Maternity and Paternity leave

Salary Sacrifice options

Your Birthday Day off

Westfield rewards

5 days annual leave carry-over

**Job Types**: Full-time, Permanent

**Salary**: £32,000.00 per year

**Benefits**:

- Company events
- Company pension
- Discounted or free food
- Enhanced maternity leave
- Enhanced paternity leave
- Free parking
- Health & wellbeing programme
- On-site parking
- Work from home

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Farnborough, Hampshire: reliably commute or plan to relocate before starting work (required)

Work Location: In person


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