Customer Support Team Leader (12 Months)

NatWest Group; City of Edinburgh; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading financial services provider in Edinburgh is seeking a Customer Support Team Leader. You'll ensure team performance and improve customer service. Ideal candidates will have strong customer focus and people leadership experience, alongside excellent communication skills. This is a 12-month role offering a fantastic opportunity to drive change in customer experience.

Qualifications

• Strong customer focus and extensive leadership experience.
• Experience in communicating and presenting to senior audiences.
• Experience handling personal banking queries is preferred.

Responsibilities

• Ensure team understands products and services.
• Manage team performance and make improvements.
• Create a culture of continuous improvement.

Skills

Customer focus

People leadership experience

Strong communication skills

Interpersonal skills

Coaching abilities

Job description

Join us as a Customer Support Team Leader

• This is an opportunity to play a significant part in helping us to deliver trust and advocacy to our customers
• We’ll look to you to promote and instil a strong customer focus while managing the customer experience and the performance of the team against agreed metrics and objectives
• You’ll be representing our behaviours and contributing to an efficient and friendly centre, where colleagues feel valued, involved and recognised
• This role is available for a period of 12 months

What you'll do

As a Customer Support Team Leader, you’ll be making sure that colleagues understand products and services and promote these to fulfil customers’ needs.

In addition, you’ll be:

• Responsible for the team’s performance, and for making improvements in customer service, through regular huddles and reviews
• Using MI to recommend changes, supporting transformation initiatives that benefit the customer and wider business area
• Creating a culture that encourages continuous improvement through detailed feedback
• Reacting to feedback from colleagues and customers to improve the customer experience
• Taking ownership and following up on escalated customer queries, including data subject access requests

The skills you'll need

We’re looking for someone with a strong customer focus and extensive people leadership experience.You’ll also need strong communication skills, and experience of communicating, preparing and delivering presentations to senior audiences.Experience of handling personal banking related queries, including lending, are preferred but not necessary

You’ll also need:

• Experience of customer service delivery techniques and a willingness to apply them
• Strong interpersonal and people management skills, with the ability to develop and coach others
• The ability to identify operational inefficiencies and provide practical solutions, and a basic understanding of continuous improvement skills
• Well-developed planning and organising skills