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Team Leader

4 months ago

UK, UK, United Kingdom The Curve Group Full time

Team Leader Customer Service

Hours: 9-5, Monday – Friday

Hybrid: Milton Keynes


Role purpose


The role will work closely in conjunction with the Head of Account Servicing and Customer Service advisors to support and be responsible for the day-to-day running of the Customer Service team.


Use experience and skills to lead and support the team managing customer enquiries, collecting, and posting of payments, customer redemptions and ensuring the smooth transition of customer product transfers within agreed SLAs and in line with the Bank’s policies and procedures.


Support the team in managing the overall customer journey, conversations and communications with brokers, Solicitors, and internal colleagues effectively.


Key responsibilities


  • Line Manager responsibility for c.6 customer service advisors
  • Lead, motivate and develop the team, resolving performance and behaviour issues promptly and encourage all team members to deliver to their full potential
  • Support the team with the most difficult queries and escalations
  • Oversee the key processes within the department to ensure we’re delivering excellent customer outcomes, every time.
  • Support the continuous improvement of the department by regularly reviewing the quality of customer interactions
  • Monitoring of SLAs, customer satisfaction, FCA compliance, TCF, adherence to the bank’s values, policies and procedures
  • Use of management information for reporting purposes


Key Skills required


  • Demonstrable experience of being a strong and inspiring leader (preferably within Banking but definitely within Financial Services)
  • Flexible in approach, and rational when faced with changing priorities in a dynamic environment
  • Ability to multi-task and work in a fast-paced environment while providing a high level of customer service.