Customer Operations Team Leader

1 week ago

Wichita, Kansas, United States Together Full time
Customer Operations Team Leader

We are seeking a highly skilled and experienced Customer Operations Team Leader to join our Personal Finance division on a 12-Month FTC (maternity cover) basis. As a key member of our team, you will be responsible for delivering excellent customer service management, development, and leadership of a team of engaged and motivated customer service agents.

Key Responsibilities:
  • Understand the strategic goals and the role your team plays in delivering them through departmental and individual objectives
  • Setting targets and objectives, reviewing outcomes, motivating and providing support on a regular basis
  • Effectively communicate relevant departmental and business objectives to the team
  • Ensure fair and consistent application of performance management process through informal and formal conversations with team and individuals on a regular basis
  • Responsibility for driving and supporting smooth transition of relevant service or business projects into BAU, working collaboratively with key stakeholders to ensure these are operationalised within the function effectively
  • Drive and maintain customer and service quality in line with all relevant Company frameworks and standards
  • Utilise relevant MI and policies and procedures provided to make decisions about customers and/or service delivery within area of responsibility
  • Managing within all relevant governance frameworks appropriate to your role and overall function:
    • Action and track actions from audit findings
    • Manage operational risk
Qualifications:
  • Essential:
    • Self-motivated and strong leadership skills in successfully leading people to deliver great customer and operational service levels
    • Proven ability to execute a blend of coaching skills that engage people, drive performance, and enable others to find successful solutions to challenges
    • High degree of interpersonal skills with the ability to influence and adjust leadership style to drive motivation and high levels of performance
    • Skilled communicator who translates business jargon into common language with ease
    • High level of organisational skills with an ability to efficiently re-evaluate and re-prioritise as demands change
    • Robust knowledge of business and processes or demonstrates capability to develop this knowledge
    • Established experience in proactively converting challenges into opportunities for customer, colleague, and business improvement
    • Ability to demonstrate confident decision-making skills in a fair and transparent manner
    • Ability to adapt to and manage/lead change
  • Desirable:
    • Knowledge of litigation process for secured charges
    • Experience of using CRM systems
    • Experience of working on a dialler system
    • Knowledge of MS SharePoint

We offer a range of company benefits, including shared reward scheme, discretionary bonus, 24 days holiday plus your Birthday, entitlement increases over time, holiday purchase scheme, matched pension contribution, life assurance, critical illness cover, health cash plan, private medical insurance, access to company's holiday homes, regular team/individual incentives, travel season ticket loans, Ride to Work scheme, free gym access, and local bar/restaurant discounts.

Career development opportunities are excellent, and where possible, we offer sponsorship of relevant qualifications.

Please note that all successful applicants will undergo relevant employment reference, financial, and criminal record checks.

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