- East Bristol
- Hybrid working – 3 days office and 2 days home
Are you a dedicated people leader? Have you got experience in change management?
Our client, a global financial services company, is looking for an experienced Customer Service Team Leader to join their leadership team during an exciting period of change. This busy and hands-on role will involve managing a team of 10-12 Customer Service Advisors to ensure ongoing service delivery and excellence across a broad range of commercial clients. This, alongside the opportunity to bring a fresh-pair-of-eyes approach to process improvement, change management, and engagement initiatives.
In return, there is a competitive salary, discretionary bonus, and excellent benefits on offer, as well as free onsite parking.
Key duties and responsibilities to include;
- Managing a customer service team in meeting KPIs and SLAs, ensuring the consistent delivery of high-quality service to a broad range of clients
- Overseeing day-to-day resourcing, workflow, and performance management
- Providing feedback and coaching to ensure individual competence, completing monthly 121s and implementing PDPs as required
- Implementing engagement initiatives to minimise absence and attrition, and maximise team performance
- Ensuring robust training and succession plans are in place
- Reviewing processes and identifying areas for continuous improvement, and supporting strategic change initiatives through to completion
- Meeting with clients and stakeholders to support business confidence and growth
- Collaborating with other operational teams to share best practice
- Minimising business and regulatory risk through rigorous quality controls
If you have strong leadership experience in a contact centre (ideally regulated) environment, are resilient, an advocate for change, and happy to roll up your sleeves and get stuck in, then please apply!
We look forward to talking to you.