AddressDue to continued growth and expansion we are currently looking to recruit a Customer Service Team Leader to join our business on a permanent basis.
You will be located at the Kirkby & Chesterfield Branches, but you will also need to cover Sutton and Mansfield branches as required.
Hours: 35 hours per week / 8:45am – 16:45:pm / will need to cover Saturdays approx. 2-3 per month as paid overtime
Salary: Competitive
Essential Duties and Responsibilities:
Responsible for the overall running of the Branches delivery of great Customer Service, the Society’s business objectives and compliance with all regulatory responsibilities including conduct rules.
This is delivered through the effective guidance and supervision of the day-to-day customer and operational activity. Acting as the contact point for all queries. Motivating colleagues on a daily basis to achieve goals and demonstrate Society values. Developing yourself and colleagues to deliver a smooth, efficient, and effective service. Acting as a champion for local community activity in your area.
- Act as a point of contact and guidance on the day-to-day business operations, customer enquiries, complaints and general customer interactions
- Ensure the safeguarding of our vulnerable customers by making sure that vulnerability and care needs are proactively identified, recorded and our service is tailored appropriately to support our customer’s needs
- Set and communicate clear team goals, delegate tasks, allocating resource and set deadlines
- Support personal development of colleagues, identifying training and development needs and providing regular coaching
- To carry out branch colleague appraisals in accordance with the colleague handbook and HR guidance (including monthly 121’s and end of year PDRs)
- Inspire and motivate colleagues to achieve business goals providing recognition for high performance and reward or accomplishments
- Nurture a positive and productive organisational culture, building trust through effective feedback and open and honest communication. Encourage and embrace change and creativity through a positive can-do attitude
- Listen to colleagues’ feedback, resolve issues of conflict and address and issues of underperformance and poor behaviours
- Managing absence including prompt return to work assessments
- Monitor teams’ performance and report on metrics being pro-active in identifying any emerging risks and issues
- Support with, in area recruitment and training activities
Experience and Skills:
The ideal candidate will have experience of leading teams to provide a first class, efficient and quality Customer Service.
This is a fantastic opportunity to bring your skills, knowledge, and experience to help our branch team evolve and join an award-winning building society that has twice been recognised as one of the Best Companies to work in the UK.
Strong communication skills, both verbally and written.
- A unwavering passion for Customer Service
- A positive ‘can do’ attitude and the ability to motivate others
- The ability to work flexibly across our branches and Saturday working (UK driving license and own transport essential)
- Leadership experience desirable
To apply please either:
- Call Dana on 0333 99 66 988 between the hours of 8am – 5pm Mon-Fri
- Email your CV to apply@essentialrecruitment.co.uk
- Use the Quick Apply form on our website
This vacancy is being advertised by Essential Recruitment (An Employment Agency)
