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Customer Service Team Lead

1 month ago

Edinburgh, Edinburgh, United Kingdom Royal London Group Full time

About the Role

We are seeking a skilled Team Manager to lead our Customer Service team. The successful candidate will be responsible for managing customer service delivery, ensuring that all colleagues are delivering customer interactions within quality standards.

Key Responsibilities

  • Manage customer service delivery and ensure that all colleagues are delivering customer interactions within the quality standards.
  • Ensure productivity and efficiency levels are met by managing demand and workflows.
  • Ensure colleagues comply with the Risk/Controls framework and environment.
  • Drive a continuous improvement culture with a focus on improving processes and outcomes.
  • Lead the team to deliver best outcomes for customers, offer support and coaching to get the best out of the team.
  • Manage individuals' performance, setting goals and objectives and conducting regular performance reviews.

About You

The ideal candidate will have experience supporting teams in a customer-facing environment and managing change and a changing environment within a team management context. They will also have a proven track record of driving a culture of continuous improvement, encouraging ideas and knowledge of the financial services industry.

About Royal London

We are a leading mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services. Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.