Customer Call Hub Team Leader

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Customer Call Centre Team Leader (Customer Call Hub)
- Are you passionate about leading a team who want to provide the best service to our customers?_
- Contract:_
- Permanent_
- Working hours: _
- full time is 35 hours per week including Saturdays. You’ll agree your working pattern with your manager._
- Salary:_ up to £33,800
- Reporting to_
- : Customer Call Hub Manager_
- Location_
- : Coventry_
- Our permanent hybrid policy sees us all working at least four days across a fortnight in the office._

As our Customer Call Hub Team Leader, you’ll be working with our Customer Call Hub Manager to ensure the smooth day to day running of a busy inbound telephony customer service environment.

You’ll be responsible for a leading a team of up to 12 Advisers team coaching them to be the best they can be - creating a high-performance culture that puts the customer at the heart of what we’re doing. You’ll be overseeing and developing a substantial and diverse team who are providing our front-line service, making sure they’re fully engaged in providing a high quality and cost-effective service - and are empowered to bring about their own innovations.

Key responsibilities
- Providing leadership, development and coaching of the Advisers reporting into you. Actively engaging and supporting the development of your team to maximise performance and creating a culture of high achievement
- Monitoring and evaluating the effectiveness of your team to ensure the highest quality customer service is delivered in an efficient manner including conducting proactive call listening, quality checks and providing feedback
- To ensure your team works effectively together to achieve or exceed set operational targets and Service Level Agreements (SLAs)
- Maintaining relationships across the call centre and proving robust updates on service performance and handling operational requests in a timely manner
- Taking ownership of any escalated customer issues that are not able to be resolved by one of your team
- Identifying training needs within your team and agreeing development and/or action plans where appropriate
- Actively analysing data to ensure effective decisions are made in conjunction with the Customer Call Hub Manager to drive continuous improvement across our telephony operation
- To encourage responsibility, ownership and support amongst Advisers and role modelling these behaviours
- Maintaining up-to-date knowledge of any process changes, product knowledge or signposting
- To be considered for this role, you’ll need to show us that you’ve got the skills and capabilities. You’ll have to meet the following minimum criteria:_

Minimum Criteria
- Experience of managing teams in a contact centre or customer service focused setting
- An experienced people leader who has a proven track record of developing and coaching a team and peers, including coaching new colleagues within our organisation
- Experienced at handling difficult and/or sensitive customer issues
- Excellent operational skills and the drive and resilience to work under pressure and meet tight deadlines

Desirable Criteria

We would also like you to have the following skills:

- Experience in contact centres within financial services
- Why Financial Ombudsman Service?_

Our people are the most important part of delivering our purpose. If it wasn’t for their amazing efforts, ideas and commitment we wouldn’t be able to make a difference that we do today. So, we offer an attractive, competitive salary and flexible benefits to suit them.

Here’s a list of some of the many benefits and perks you can get for working with us:

- 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
- Free tea and coffee
- Our Coventry office is 2 minutes’ walk from the main station
- Our employee led networks do fantastic work in educating and raising awareness across a range of experiences and support us in being an inclusive employer and a great place to work. You can get involved, too

How do I apply?

As part of the recruitment process, you will be invited to a competency-based interview with the hiring manager and a member of the HR team.

We’re proud to be an inclusive employer

We’re committed to being a great place to work
- attracting and developing people from the widest possible range of backgrounds. We want everyone to perform at their best and feel able to be themselves. We understand that if we’re diverse and inclusive, we’ll bette