Customer Support Team Leader

Specialist Admin

Ref: 1008Tuesday 6 August 2019

This vacancy is now closed

Our client is a highly respected and successful Financial Services organisation have an excellent opportunity for a Customer Support Team Leader to join their team.

Reporting into the Operations Manager the purpose of the role is to effectively manage the Customer Support Operation across the business, the successful applicant will lead the Customer Support team in the accurate and timely progression of work, delivering exceptional customer service across all areas.


Main Responsibilities will include: -


  • To recommend and progress policy and process improvements, keeping the process modules up to date with appropriate changes.
  • Oversee and develop on-line processes and improvements, operating in-line with quality assurance guidelines
  • Assess colleague knowledge, skills and compliance with the savings process modules by completing on-going training, development and competency testing.
  • Take responsibility for electronic payments processed via the Customer Support team.  Ensure accurate processing, timely release and competent authorisation in line with Payment Service Regulations.
  • Manage the operation, reporting and continuous development of the online service. 
  • Create, manage and monitor accuracy targets and turnaround time times within the Customer Support team. 
  • Review & develop processes, procedures and MI to improve customer service, compliance, efficiency and / or accuracy.
  • Undertake the first stage of the complaints procedure.  Use feedback and root cause analysis to shape processes, policies and procedures ensuring they are fit for purpose.
  • Assist the Customer Support Manager with the launch of new products / rate changes and implement related processes as appropriate.
  • Manage the accurate and timely completion of risk based actions such as audit, risk reports, quality assurance and operational risk register controls. 


To be considered for the role you must have:


  • Customer Service experience within a Financial Services environment.
  • People Management skills
  • Microsoft Office, including Word, Excel, Powerpoint and Outlook
  • Able to take responsibility and communicate at all levels
  • Able to work under pressure/prioritise well
  • Flexible and adaptable


Desirable Experience:


  • Change Management experience
  • Previous experience of workflow management
  • Cert. Retail Banking Conduct of Business