Account Servicing Team Leader

**Account Servicing Team Leader - Financial Services**

**Clayton Le Moors, Accrington**

**Salary - Competitive** **+ Benefits**

**Permanent Role**

**About the Opportunity**

At Studio, our purpose is to make more affordable and more possible for our customers, our Studio.co.uk website and app. offer our customers great value clothing and footwear, home and garden, sports and leisure, electricals, and gift items they needand flexible ways to pay for them.

Our customers are at the heart of everything we do.

Whilst our customers are at the heart of everything we do, our colleagues are at the heart of everything we are. Colleagues enjoy a diverse and inclusive workplace which actively supports continuous learning and development, health and wellbeing, communication, and, of course, our local communities

If you’re #Amazing, #Savvy, #Inclusive, #Trusted and Customer-Focussed, we’d like to hear from you - there’s room for you in #OurStudio.

As we evolve our structure to better serve our customers, this opportunity will form part of the wider organisational development of our Financial Services function and will manage and monitor the effective performance of the Contact Centre team across all channels, meeting targets and KPIs, whilst ensuring customer experience is optimised, meeting all quality and legislative standards to deliver the right outcome for the customer and Studio.

As a Account Servicing Contact Centre Team Leader at Studio, you will be responsible for:

- Managing and monitoring advisor and team performance to deliver KPIs, targets, quality standards and outcomes
- Managing and monitoring the daily workload plan adherence to deliver optimal performance and KPI achievement
- Managing and developing the performance and potential of the team
- Managing and monitoring team’s adherence to all governance, risk, compliance and quality standards and expectations
- Providing continuous improvement support to ensure that projects and continuous improvement activities land successfully in the team

**Who are we looking for?**
- Experience of working within the retail, financial services sector
- Extensive experience of working and delivering in a regulated environment - e.g. GDPR, Ofcom etc
- Working knowledge of financial standards and guidelines - e.g. FCA, TCF
- Is delivery and customer focussed
- Experience of managing and maximising the performance of others
- Ability to plan and prioritise effectively to meet changing priorities and demands
- Excellent communication and engagement skills
- Proven track record in effective facilitation and communication at multiple levels
- Is commercially astute
- Ability to engage and influence stakeholders at an appropriate level
- Is analytical, pragmatic and systematic in approach to problem solving
- Ability to manage conflict and knows when to escalate
- IT literate

**Why Studio Retail Limited?**

We have many experienced colleagues who’ll tell you they love working at Studio because of the people and the opportunities to develop. It’s a fast-paced environment and the offices have a friendly and informal feel to them, no suits required to do a great job here

As part of the Frasers group, Studio has strong foundations and can offer a breadth of opportunity for continued development and career growth.

Our newly refurbished offices are based in Clayton-Le-Moors, Accrington with excellent public transport and motorway links, and we’re easily commutable from Manchester, Leeds, Liverpool, Preston and all point in between. Our offices work hybrid, with most desk-based roles offering a mix of office and home working with flexible start and finish times.

We offer a great benefits package including flexible working hours, generous holiday allowance, great pension options and a generous staff discount, we’d love to hear from you if you think we could be the right company for you.

wedowow

ourstudio