Customer Support Team Leader

1 month ago


Southend on Sea ESS SS EJ, Essex, United Kingdom NatWest Full time

Join us as a Customer Support Team Leader

  • This is an opportunity to play a significant part in helping us to deliver trust 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 an efficient and friendly centre, where colleagues feel valued, involved and recognised

What you'll do

As a Customer Support Team Leader, you’ll be making sure that colleagues understand products and services and promote these to fulfil customers’ needs.

In addition, you’ll be:

  • Responsible for the team’s performance, and for making improvements in customer service, through regular huddles and reviews
  • Using MI to recommend changes, supporting transformation initiatives that benefit the customer and wider business area
  • Creating a culture that encourages continuous improvement through detailed feedback
  • 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

The skills you'll need

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

You’ll also need strong communication skills, and experience of communicating, preparing and delivering presentations to senior audiences.

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



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