interactive investor

Customer Service Team Manager

interactive investor

full-time

Posted on:

Location Type: Hybrid

Location: Leeds • United Kingdom

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About the role

  • Directly responsible for the performance of a team of Customer Services Representatives in delivering against daily contact and AHT targets
  • Help deliver a multi-channel service, supporting inbound, outbound, email and secure messaging alongside social interactions.
  • Responsible for driving an efficient consistent and high quality service to our customers at every interaction.
  • Build an empowered, motivated and passionate team, rewarding customer focused behaviours, managing performance and driving a culture of ownership and continuous improvement.
  • Own the customer experience - celebrating success and creating advocacy through effective resolution of customer dissatisfaction, First Point Resolution and fixing root cause.
  • Build relationships and collaborate with key business areas to ensure that customer and employee experiences are maximised.
  • Ensure that roles in the team are performed by individuals with the appropriate knowledge, skills and attitudes and that competence is maintained and assessed
  • Treat customers fairly at all times
  • Evaluate customer interactions (remotely and side by side) and provide timely feedback and coaching, in line with QM requirements.
  • Monitor and control wall boards stats and ability to flex priorities depending on customer drivers
  • Maximise team efficiency through effective resource (including attendance) and skills management to build a multi-skilled function.
  • Responsible for the management of team resource and occasional department planning and future forecasting, ensuring that at a team and departmental level, resource levels reflect business need and volume requirements.
  • Maintain the first line of compliance defence by ensuring adherence to business processes and procedures that are designed to meet regulatory standards and policies set out by the firm.
  • Make informed risk decisions and effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Appetite Framework
  • Maintain first line of defence in relation to identifying, mitigating and managing operational risks in line with policies set out by the firm, including appropriate escalation and risk event reporting.
  • Maintain first line of defence by operating risk controls appropriate to those defined by the firm’s mandates, policies and procedures.
  • Use the training and competence scheme to maintain the appropriate knowledge, skills and expertise to carry out the role competently.

Requirements

  • Proven experience of managing a team in demanding contact centre environment
  • Familiar with managing in a regulated environment.
  • Ability to manage a team against set KPIs
  • Proven ability to manage a team’s performance including SLA’s, productivity and errors
  • Sufficient technical understanding of online stockbroking to carry out quality monitoring and coaching for the Customer Services Representatives
  • Must have knowledge of telephony reporting systems and CMS Avaya would be a considerable advantage
  • Must be able to carry out some excel basic functions to produce some MI reports
  • Must be able to flex priorities quickly to ensure all customer channels are kept within SLA
  • Must be able to manipulate reports and understand the data and actions required from the information provided
  • Must be a team player who is capable to lead and inspire team members
  • Must have experience of coaching and developing staff and be able to make sound decisions
  • Must have the ability to build relations with your team, the wider management team and other stakeholders
  • Understand the principles of Treating Customers Fairly
  • Understand the principles of Training and Competence
  • Understand Anti Money Laundering/KYC Regulations.
  • Understand the regulatory framework and the requirements for monitoring and supervision
  • Understand risk and ensures robust controls and processes are adopted and make recommendations for improvement
Benefits
  • - Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
  • - Life Assurance and Group Income Protection
  • - Private Medical Insurance – Provided by Bupa
  • - 25 Days Annual Leave, plus bank holidays
  • - Staff Discounts on our investment products
  • - Personal & Well-being Fund – Supporting your physical and mental wellness
  • - Retail Discounts – Savings at a wide range of high street and online retailers
  • - Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
team managementperformance managementKPI managementSLA managementquality monitoringcoachingdata analysisExceltelephony reporting systemsmulti-channel service
Soft Skills
leadershipteam buildingcommunicationcollaborationcustomer focusproblem solvingdecision makingmotivationcoachingflexibility