Customer Service Centre Team Leader (6 Months Fixed Term)

Newcastle Building Society; Wallsend; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading financial services provider in Wallsend is seeking a Team Leader to manage a team in their Customer Contact Centre. The ideal candidate will have strong customer service skills and experience in leadership. This role offers a hybrid work model, competitive salary, and a comprehensive benefits package, including 25 days of holiday and a bonus scheme.

Benefits

Hybrid working

25 days holiday

Bonus scheme

Pension scheme

Qualifications

• Experience in managing and leading teams.
• Strong commitment to delivering excellent customer service.
• Ability to work under tight timescales.

Responsibilities

• Coach and develop customer service advisers.
• Deliver monthly performance check-in meetings.
• Analyze customer service metrics to improve experience.

Skills

Customer service orientation

Team leadership

Analytical skills

Attention to detail

Job description

Overview

We currently have two temporary Team Leader opportunities available in our Customer Contact Centre; one fixed term contract and one family leave cover, each ranging between six and twelve months. Although not guaranteed, there is the potential these contracts could be extended depending on business needs.

Newcastle Strategic Solutions Ltd is all about people. As a Team Leader within our Customer Operation you will support your people to succeed. Join our customer service team and you'll lead and coach a team of Customer Service Advisers. As a Team Leader, we really want you to get stuck in, working hard with your team to deliver great results. You’ll role model our behaviours, champion our customers and celebrate success. This is an excellent opportunity to enhance your skills and experience within Customer Operations. To ensure a healthy work life balance we operate on a hybrid model of working which means you will work some of your shifts from home and others in the office. There is a requirement to connect with your team of Customer Service Advisors and fellow Team Leaders while working in the office.

Responsibilities

• Coach, develop, manage and motivate colleagues to create an efficient and high performing team.
• Deliver monthly check in meetings with your direct reports, reflecting on recent performance and working through colleague PDP’s.
• Analyse quality insight from assurance functions such as QA and OBT, providing timely feedback to your direct reports and identifying trends which can improve the customer experience, particularly for Customers in Vulnerable Circumstances.
• To be a role model for our Society Behaviours, being courageous when holding conversation across the team and positively challenging customer processes.
• Successfully manage workloads alongside the Scheduling and Real Time team ensuring colleague adherence and output, resulting in administration and telephony service level.

About You

We are looking for you to have experience of managing and leading teams. You will be enthusiastic and driven and have a passion for developing yourself and others. Proven experience is required in the following areas;

• Strong commitment to delivering excellent customer service.
• A passion for developing colleagues and leading by example.
• Challenging effectively and constructively to deliver team results.
• Experience of working to tight timescales and delivering excellent customer service within agreed SLA’s
• Excellent attention to detail in relation to delivery and maintenance of processes and controls

About Us

At Newcastle Strategic Solutions we pride ourselves on exceptional service, to our employees, our clients and the customers we serve. We have strong roots in Newcastle and our passion and loyalty has resulted in us being the UK’s leading savings management platform and one of the North East’s most established and successful FinTechs.

We are focused on creating personal and trusting relationships and to get trust, we have to give it too. We are committed in creating the best possible working environment for our people. As such, our work has earned us an enviable reputation in the market as the best at what we do.

As an inclusive employer and member owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. We believe everyone should feel valued, respected, and celebrated for who they are, we want colleagues to feel this is a place they belong. A place to be you.

What you get in return

As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:

• Hybrid working – typically 3 days’ homeworking and 2 days’ office based
• A 35-hour weekly contract - We are happy to talk flexible working and welcome discussions around how and when people work including part-time hours
• 25 days holiday each year plus bank holidays (increasing with length of service)
• Bonus Scheme (paid annually) - On target 5%, up to 10% depending on performance
• Colleague mortgage scheme and access to our financial advisors
• Pension scheme – up to 9% employers’ contribution
• Life assurance (4x salary) and income protection
• Access to a range of wellbeing benefits, including Medicash scheme
• Electric car salary sacrifice scheme
• Cycle to Work scheme
• Above statutory family leave entitlement - 3 months full pay, 3 months half pay regardless of gender or route to parenthood
• An extra day’s holiday for your birthday
• The option to buy and sell holidays
• Two paid volunteering days each year
• A broad range of learning and development opportunities
• Access to a range of high street and online discounts
• Free onsite gym at Cobalt and access to a range of discounted/subsidised gym memberships nationwide
• A wide range of recognition initiatives to recognise and reward great performance

Recognising there’s no one-size-fits-all approach to recruitment, we’re committed to ensuring every candidate has the opportunity to showcase their full potential throughout the recruitment process. We strive to make our processes as accessible as possible, if there are any ways in which we can provide support or make adjustments, we would love to discuss this with you, you can contact your Recruiter for this vacancy at [e-mail]