Job Ref: 213539535

Date: 2021-04-14 10:25:01

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Customer Support Team Leader

Are you passionate about customer services, operations, leadership, and using digital tools to provide solutions to retails? We're looking for a Customer Service Operations' Team Leader to join a customer support team within a leading investment bank. If you're looking to use your skills and ideas to create and lead new processes and teams, then please see below for more information!

I am looking for a Customer Support Team Leader to join a leading investment bank.
Working Hours – 35 hours Monday – Friday

Location – Milton Keynes
Salary – Negotiable

Job Summary & Responsibilities

Leads, manages and supervises the day-to-day operations of a team of customer support agents
Creates an in-depth understanding of the day-to-day responsibilities of the customer support team
Creates and maintains an environment with intense focus on customer satisfaction/advocacy and professional customer support balanced with consistent achievement of standard business objectives
Serves as a SME and coach for sound retail deposit practices
Provides incoming call coverage when needed
Provides hands on assistance to team members while serving as an escalation point for the operation's customer issues and complaints
Establishes schedules for customer support agents, ensuring call flow and staffing requirements are met
Trains, provides direction, and enforces policies and standards to help the staff achieve departmental goals and objectives
Employs principles and techniques as defined in the quality audit criteria, and develop and implement quality assurance standards, processes, and controls
Responsible for conducting internal quality audits/monitors of customer support team and assists with development and implementation of appropriate corrective action plans, training tips, and team communication to improve overall quality results,
Coordination of call and case quality audits and remediation plans in partnership with Training and Development leader
Conducts/participates in calibration session to ensure proper scoring across team members
Manages the individual performance of the team, rewarding behaviours and/or performance when appropriate as well as addressing performance and behavioural issues as they arise
Conducts weekly one-on-ones and bi-weekly staff meetings as well as on-the-spot coaching / feedback
Works closely with teams to ensure related processes operate efficiently and effectively and implement improvements when necessary
Works closely with Business Risk Manager to manage key controls and escalate any incidents/events without delay. Pro-actively identifies any new issues or risks and works to ensure suitable controls are in place
Recommends improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
Offers guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the business Skills

Proven ability to lead by example, with a positive attitude
Ability to lead teams and drive performance standards
Good interpersonal skills
Good analytical and problem-solving skills
Self-directed team player, ability to drive high performance and work independently or in a team-oriented and fast paced environment
Strong customer focus and a good telephone manner
Ability to lead teams and drive performance standards
Good leadership skills and the ability to motivate and develop staff
A desire to help others work towards targets and develop their skills
Ability to manage change Basic Qualifications

Minimum of 3 years team leader experience within customer services environment
Some product knowledge across Banking and Savings within retail bankingTo apply for this position please email

Randstad Financial & Professional encourage applications from individuals of all ages & backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Randstad Financial & Professional acts as an employment agency for permanent recruitment & an employment business for temporary recruitment as defined by the Conduct of Employment Agencies & Employment Business Regulations 2003

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