Contact Centre Team Manager

About the role

The key component of this role is to lead, engage, coach, develop and manage a team (to deliver an exceptional service to all Scottish Friendly customers, in line with the Scottish Friendly strategy. This role will also be expected to demonstrate a strong knowledge and application of risk management for the relevant team and business area.

People Managers will interact with other parts of Scottish Friendly to varying degrees throughout each month. The interaction will be on a service provision basis and involves influencing and negotiation to ensure that the overall outcomes for our customers and business are achieved.

Key responsibilities

The ideal candidate will be a well-developed People Manager, capable of providing or sourcing technical support to the team, while also reviewing and developing existing processes. As such, the role encompasses supporting project work in conjunction with business-as-usual activity and will continue to evolve over time.

• Coach and mentor team with support from the Subject Matter Experts where required.
• Manage team members’ performance in accordance with agreed HR procedures and the Scottish Friendly performance review, development planning and pay and reward systems.
• Ensure all team objectives are aligned and consistent to the Customer Services objectives.
• Ensure regular review and monitoring throughout year, revise as needed.
• Lead by example by showing a passion for First Contact Resolution and handle complaints/escalations in line with Scottish Friendly values
• Regularly hold team sessions and/or formal team meetings to share key department information and progress against plans and business objectives.
• Ensure all direct reports are working towards or have achieved the minimum level of competence required for their role.
• Plan, prioritise and organise work and resource allocation on a daily / weekly basis to ensure deadlines/objectives are achieved.
• Monitor daily work position, deal with prioritisation and target setting.
• Monitor performance to ensure that all processes and functions operate to an appropriate level of business control and audit, in line with compliance and regulatory requirements. This includes escalating any risks associated with money laundering, fraud and other financial crime including terrorist financing.
• Continuously review, develop and improve team/department processes/procedures.
• Deal with business referrals exercising commercial judgement when reaching conclusions, making decisions, relative to both internal and external customers.
• Manage the team to deliver a quality customer experience, in line with operational TCF and Consumer duty standards.
• Use available external intelligence and knowledge and experience of our competitors to develop a sound understanding of area of responsibility including business retention where appropriate in the context of the Customer Services objectives. This may involve; Customer Experience, Customer Insights, Complaints, Root Cause Analysis, direct customer feedback and Sales / Marketing feedback.
• Supporting and initiating the development of customer service processes
• Growing a network of industry contacts to develop a pipeline of new propositions
• Understanding the ‘bigger-picture’ of the team within Scottish Friendly, including the requirements of the Executive team and the risks faced by the business

Qualifications and skills

• Leadership, People and Performance Management skills.
• Operational (workflow) and resource planning skills.
• Adaptability and Resilience skills in a changing environment.
• Team working skills.
• Ability to manage multiple processes and products.
• Ideally an understanding of Financial services products, Pensions, Life and Wealth product propositions.
• Capable of dealing with and influencing internal and external stakeholders at all levels with confidence
• Awareness of operational people and performance management practices.
• Ideally an understanding of customer services and operational management within a financial services environment.
• Awareness operational risk within team and ideally more broadly across a customer services environment.
• Good understanding of the Financial Services industry.
• Good understanding of product propositions and distribution channels.
• Good market and competitor awareness.
• General knowledge of legislative, regulatory and compliance requirements / issues.
• Understanding of financial services distribution, advisory businesses, and processes.
• A strong desire to develop within customer services
• Strong analytical and problem-solving skills
• An ability to communicate with variety of senior stakeholders
• An ability to complete technical work to a high standard
• An ability to manage senior stakeholders and challenge where appropriate
• Excellent Excel and Word skills
• An ability to work on multiple tasks simultaneously

Scottish Friendly Values

We would like you to demonstrate the Scottish Friendly values in your role:

WE’RE IN THIS TOGETHER

• We collaborate and value each other’s opinion
• We’re a small team with a big impact
• We support each other to thrive and grow

WE CARE ABOUT OUR CUSTOMERS

• Our customers are at the heart of everything we do
• We’re committed to doing the right things for our customers
• We listen to and learn from our customers

WE KEEP MOVING FORWARD

• We always see change as an opportunity
• Our progress is based on careful management of our risks
• We have the courage to test new ideas and learn from them