Customer Service Team Lead

1 day ago

Coventry, Coventry, United Kingdom Financial Ombudsman Full time
Customer Call Hub Team Leader

Job Summary:

We are seeking an experienced Customer Call Hub Team Leader to join our team. As a key member of our Customer Call Hub, you will be responsible for leading a team of customer service advisors, providing coaching and development opportunities, and ensuring the delivery of high-quality customer service.

Key Responsibilities:

  • Lead a team of up to 12 customer service advisors, providing coaching and development opportunities to ensure they are equipped to deliver exceptional customer service.
  • Develop and implement strategies to improve customer satisfaction, service quality, and operational efficiency.
  • Monitor and evaluate the effectiveness of the team, identifying areas for improvement and implementing changes as needed.
  • Collaborate with the Customer Call Hub Manager to achieve operational targets and Service Level Agreements (SLAs).
  • Provide robust updates on service performance and handle operational requests in a timely manner.
  • Identify training needs within the team and agree development and/or action plans where appropriate.
  • Analyse data to ensure effective decisions are made to drive continuous improvement across our telephony operation.

Requirements:

  • Previous experience working within a people management role and being able to demonstrate the running of high-performance customer service teams.
  • Ability to evidence delivering and maintaining Contact/Call Centre or service delivery commercial SLA and KPI performance measures.

What We Offer:

  • An attractive, competitive salary and flexible benefits to suit our people.
  • 25 days holiday entitlement, with the option to buy extra or sell days.
  • Generous pension.
  • Employer provided benefits such as Private medical insurance, virtual GP, Critical illness cover, Life assurance cover, to name a few.
  • Choice of voluntary benefits including Technology scheme, Cycle to work scheme, Will-writing service amongst others.
  • Employee Assistance Programme.
  • Extensive opportunities for personal and career development.

Our Culture:

We are proud to be a Disability Confident Leader and welcome applications from underrepresented groups across all communities. We view diversity as fundamental to our success and welcome applications from Black and other ethnic minority candidates, and female candidates, for all positions and particularly so for senior leader positions as they are under-represented within the Financial Ombudsman Service at this level.

How to Apply:

Check out below channels to find out more about everyday life at the Financial Ombudsman Service – and don't forget to follow us while you're there.

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