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Customer Service Team Lead
2 months ago
Company: Interactive Investor
Job Title: Customer Service Team Manager
Job Summary:
We are seeking an experienced Customer Service Team Manager to lead our team of Customer Service Representatives. As a key member of our customer service team, you will be responsible for providing inspirational leadership, coaching, and development opportunities to your team members. You will also be accountable for managing and achieving key performance indicators (KPIs), quality excellence, and risk management for the team and department.
Key Responsibilities:
- Team Leadership: Lead and manage a team of Customer Service Representatives to meet performance and efficiency targets.
- Customer Service Delivery: Ensure delivery of a high-quality, omni-channel customer service (inbound, outbound, email, social media).
- Customer Satisfaction: Drive customer satisfaction by resolving issues, focusing on First Point Resolution, and addressing root causes.
- Team Development: Build a motivated, high-performing team, fostering a culture of ownership, improvement, and customer-focused behavior.
- Collaboration: Collaborate with key business areas to enhance customer and employee experiences.
- Performance Management: Monitor team performance, provide coaching, and manage resources for optimal efficiency and service delivery.
- Risk Management: Maintain risk management controls and ensure adherence to compliance policies and procedures.
- Critical Incident Management: Effective handling of critical incidents, such as system outages, escalated customer complaints, or high call volumes, while maintaining service quality.
- Continuous Improvement: Lead strategic initiatives and drive continuous improvement in customer service operations.
Requirements:
- Team Management Experience: Proven team management experience in a demanding contact centre, preferably in a regulated environment.
- KPI Management: Strong KPI management, including performance, SLA, productivity, and error monitoring.
- Technical Understanding: Technical understanding of online stockbroking for quality monitoring and coaching.
- CRM Software: Familiarity with customer relationship management (CRM) software (preferably Salesforce).
- Data Analysis: Strong data analysis and reporting skills to drive actionable insights.
- Priority Management: Ability to quickly adjust priorities to meet SLAs across all customer channels.
- Team Leadership: Effective team leadership, coaching, development, and decision-making skills.
- Relationship Building: Strong relationship-building with team, management, and stakeholders.
- Regulatory Knowledge: Knowledge of the Consumer Duty principles, Treating Customers Fairly (TCF) and Anti Money Laundering/KYC regulations.
- Risk Management: Ability to develop and implement strategies to minimise potential risks, such as improving processes or addressing common customer complaints proactively.
Desirable:
- ISA and SIPP Products: Knowledge of ISA and SIPP products.
- FCA Complaint Handling: Familiarity with FCA complaint handling processes.
