Newcastle Building Society

Customer Service Centre Team Leader

Newcastle Building Society

full-time

Posted on:

Origin:  • 🇬🇧 United Kingdom

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Salary

💰 £27,134 - £34,535 per year

Job Level

Senior

About the role

  • Temporary Team Leader opportunities in Customer Contact Centre (6–12 months fixed term; potential extension)
  • Lead and coach a team of Customer Service Advisers to deliver excellent customer outcomes
  • Role model Society behaviours, champion customers and celebrate team success
  • Hybrid working model (home and Cobalt Business Park office) with requirement to connect with team in office
  • Deliver monthly check-ins, support colleague PDPs and provide coaching/feedback
  • Analyse QA/OBT insights and identify trends to improve customer experience, including for vulnerable customers
  • Manage workloads with Scheduling and Real Time to ensure colleague adherence and telephony/administration service levels

Requirements

  • Experience of managing and leading teams
  • Strong commitment to delivering excellent customer service
  • Passion for developing colleagues and leading by example
  • Ability to challenge effectively and constructively to deliver team results
  • Experience of working to tight timescales and delivering excellent customer service within agreed SLA’s
  • Excellent attention to detail in delivery and maintenance of processes and controls
  • Ability to coach, develop, manage and motivate colleagues
  • Experience analysing quality insight from assurance functions (QA, OBT) and providing feedback
  • Comfortable role-modelling behaviours and holding challenging conversations
  • Experience managing workloads alongside Scheduling and Real Time teams to meet telephony/service levels