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Customer Service Team Lead

2 months ago

Manchester, United Kingdom NatWest Full time
Job Description

We are seeking a highly skilled and experienced Customer Support Team Leader to join our team at NatWest.

  • This is an opportunity to play a significant part in helping us to deliver exceptional customer service and advocacy to our customers.
  • We'll look to you to promote and instil a strong customer focus while managing the customer experience and the performance of the team against agreed metrics and objectives.
  • You'll be representing our behaviours and contributing to a positive and efficient work environment, where colleagues feel valued, involved and recognised.

Key Responsibilities

As a Customer Support Team Leader, you'll be responsible for ensuring that colleagues understand our products and services and promote these to meet customers' needs.

In addition, you'll be:

  • Responsible for the team's performance, and for making improvements in customer service, through regular team meetings and reviews.
  • Using data and insights to recommend changes, supporting business initiatives that benefit the customer and wider business area.
  • Creating a culture that encourages continuous improvement through detailed feedback and coaching.
  • Reacting to feedback from colleagues and customers to improve the customer experience.
  • Taking ownership and following up on escalated customer queries, including data subject access requests.

Requirements

We're looking for someone with a strong customer focus and extensive people leadership experience.

You'll also need:

  • Experience of customer service delivery techniques and a willingness to apply them.
  • Strong interpersonal and people management skills, with the ability to develop and coach others.
  • The ability to identify operational inefficiencies and provide practical solutions, and a basic understanding of continuous improvement skills.
  • Well-developed planning and organising skills.