Customer Operations Team Mgr

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Job Description Team Leader Client Engagement Hub Our Client Engagement Hub, is a centre of excellence for experience and education. We have world leading technology driving digital first journey’s for our clients. Our key role,...

Job Description

Team Leader

Client Engagement Hub

Our Client Engagement Hub, is a centre of excellence for experience and education. We have world leading technology driving digital first journey’s for our clients. Our key role, is to support digital first by offering education and assistance to advisers and customers on our platform service, through various communication channels predominately over the phone or by webchat.It’s an exciting time to be joining our team, we’re passionate about doing the right thing for our clients and if you are too, this is the role for you.

What you’ll be doing:

•Day to day leadership of your people, taking ownership for their development to deliver department critical metrics and standards.

•Mentoring and supporting your telephony to deliver positive customer outcomes.

•Motivating, lead and empower your team to deliver outstanding customer service.

•Highly passionate about client experience and delivering wider business objectives.

•Take an active role in running our Client Engagement Hub, owning and delivery on key performance indicators for our clients.

•Champion and own change to improve the quality of our service using industry knowledge and modern/digital learning trends.

•Developing effective relationships with key partners.

What we are looking for:

•A consistent record of leading teams in a contact centre environment.

•Passion for people and customers, the ability to take accountability and think commercially.

•Experience of developing others through training, mentor and feedback.

•Customer service focused, owning the customers experience through the effective delivery of training and support.

•Excellent communication skills with the ability to lead engaging training sessions and influence key partners.

•Problem solving skills – with a methodologic approach.

•Great teammate who is self-motivated and has the ability to work independently in a fast-paced, constantly evolving digital environment

•Digital literacy and knowledge (software, email, video chats)

Our Benefits

There's more to working life than coming home with a good salary. We have an environment where you can learn, get involved and be supported.

When you join us, your reward will be one of the best around, including 40 days annual leave, a 16% employer pension contribution, a discretionary performance based bonus (where applicable), private healthcare and a range of flexible benefits including gym discounts, season ticket loans and access to an employee discount site amongst many others. You can read more about our benefits here.

Our Inclusive Culture

We are committed to exploring the possibilities of working smarter. This means we’d like to hear from you, whatever way you like to work.

We have a long-term commitment to building inclusive workplaces; we value diversity in our workforce and welcome enquiries from everyone. If you need assistance or a reasonable adjustment due to a disability please let us know as part of your application and we will assist. You can find out more about our inclusive culture here.

We’re committed to providing an inclusive workplace where all forms of difference are valued and which is free from any form of unfair or unlawful treatment. We define diversity in its broadest sense – this includes but is not limited to our diversity of educational and professional backgrounds, experience, cognitive and neurodiversity, age, gender, gender identity, sexual orientation, disability, religion or belief and ethnicity and geographical provenance. We support a culture that values meritocracy, fairness and transparency and welcomes enquiries from everyone.

If you need assistance or an adjustment due to a disability please let us know as part of your application and we will assist.

We’re committed to providing an inclusive workplace where all forms of difference are valued and which is free from any form of unfair or unlawful treatment.  We define diversity in its broadest sense – this includes but is not limited to our diversity of educational and professional backgrounds, experience, cognitive and neurodiversity, age, gender, gender identity, sexual orientation, disability, religion or belief and ethnicity and geographical provenance.  We support a culture that values meritocracy, fairness and transparency and welcomes enquiries from everyone.

If you need assistance or an adjustment due to a disability please let us know as part of your application and we will assist.

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