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Team Leader

4 months ago

Bristol, United Kingdom Bank of Ireland Full time

**What is the opportunity?**:
Our contact centre in Bristol contains a vibrant Sales and Customer service team. This role is a phenomenal opportunity to enable colleagues to thrive and lead the day to day needs of a team of mortgage specialists.

We are offering a hybrid working model for this vacancy with your primary office location as Bristol to which travel will be required for onboarding and in person collaboration.

**In this role you will**:

- Lead a team of mortgage telephony specialists handling high volumes of inbound calls in a contact centre environment
- Empower, encourage and lead your team to perform against departmental targets
- Mentor your team members to engage with our customers and deliver outstanding customer service
- Carry out call audits and monthly 121's with your team to support career and personal development
- Embed the BOI UK Customer Charter and support and supply to an environment that encourages serving our customers admirably

**What will make you stand out?**:

- Previous Contact Centre environment experience of working with high volume calls and digital capability
- Ability to lead and empower a team to perform against key performance measurements
- Keen attention to detail and accuracy in work output
- Excellent customer service skills and ability to interpret customer enquiries

**Essential Qualifications**:
There are no specific qualifications or minimum educational requirements needed for this role.

**More about the team**:
Mortgages Direct, as part of Direct Sales strives to improve and support an emerging multichannel proposition across consumer banking. Mortgage sales, service and customer acquisition growth through is underpinned by our established banking subsidiary, BOI (UK) PLC and our positive relationship with the UK Post Office. Direct Sales play an integral role in improving revenue and dedication at the same time as offering customers choice and convenience.

**Why work with us?**:
The Bank of Ireland company culture prioritises work-life balance with an opportunity for flexible working, along with 24 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy and working parent supports.

Your wellbeing is important to us; we have an employee assistance program and Web Doctor, along with other phenomenal supports. We also encourage and support staff to pursue educational and professional qualifications to grow and improve your career

LI-HYBRID

**Key Competencies**
- Customer Focused - People Manager
- One Group, one team - People Manager
- Accountable - People Manager
- Amplify Capability - People Manager
- Champion Transformation - People Manager

**Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.