Marcus by Goldman Sachs, Team Manager, Analyst, Milton Keynes Milton Keynes · United Kingdom · [...]

Goldman Sachs Bank AG; Milton Keynes; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading global investment bank seeks an experienced contact centre team manager for their Milton Keynes office. The successful candidate will lead a team of customer support agents, ensuring excellent service delivery and achieving key performance indicators. This role requires a strong focus on team motivation, customer satisfaction, and effective problem-solving. Join a dynamic environment where your leadership skills can drive impactful customer support strategies.

Benefits

Healthcare & Medical Insurance

Generous vacation policies

Fitness reimbursement

Child care services

Qualifications

• Previous experience managing a contact centre team in Financial Services.
• Proven ability to achieve KPIs through recognized coaching models.
• Strong understanding of contact centre metrics.

Responsibilities

• Lead, motivate & develop a team of 12-15 customer support agents.
• Ensure performance expectations are met through coaching.
• Handle escalated customer issues and provide inbound support.

Skills

Analytical skills

Problem-solving

Team leadership

Coaching

Job description

Marcus by Goldman Sachs, Team Manager, Analyst, Milton Keynes Milton Keynes, Buckinghamshire, England, United Kingdom

OUR IMPACT

Marcus by Goldman Sachs

The firm’s direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today, we serve millions of customers across multiple products, leveraging innovative design, data, engineering, and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity.

Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer service leaders will play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

YOUR IMPACT

We’re looking for an experienced contact centre team manager who has a passion for delivering exceptional customer service to join our growing customer support team. If you are highly skilled at motivating and developing front line customer support agents, we’d love to hear from you!

Whatyou’ll do:

• Lead, motivate & develop a team 12-15 customer support agents.
• Ensure team performance expectations are being met by coaching and enabling direct reports to be successful in role.
• Use data to understand agent level performance, identify trends and action plans to support improvements.
• Identify opportunities to improve customer journeys, actively encouraging your team to do the same.
• Provide inbound support and handle customer escalations when needed.
• Embed advocacy for the consistent delivery of exceptional customer service across your team with intense focus on customer satisfaction/advocacy and professional customer support balanced with consistent achievement of standard business objectives
• Take ownership of customer enquiries and responds to escalated customer issues in accordance with agreed procedures
• Provide hands on assistance to team members while serving as an escalation point for the operation’s customer issues and complaints
• Collaborate & support peers to ensure consistency in leadership across all front-line teams.
• Work with broader business partners to ensure resource requirements are met, schedules are adhered to, and changes are well managed into the area.
• Develop a deep understanding of day-to-day expectations of own role and that of direct reports.
• Ensures agent and team controls are managed daily, weekly, and monthly whilst pro-actively logging and escalating any new issues or risks.
• Take shared responsibility with the other team managers for real time operational performance, ensuring that service level targets are achieved as set by the business

REQUIREMENTS

• Previous experience of managing a contact centre team, preferably in Financial Services/Retail Banking or other customer facing regulated environment.
• Demonstrable experience in coaching teams to achieve expected KPI’s using recognised coaching models to achieve this.
• Ability to create a positive team working environment that supports the retention & development of great customer service agents.
• Strong understanding of contact centre metrics and proven track record of achieving these.
• Ability to manage your own workload whilst balancing the needs of the customers and your team.
• Excellent analytical & problem-solving skills. Ability to think creatively and change approaches to deliver better outcomes.
• Ability to stay calm and focused whilst delivering on multiple priorities.

ABOUT GOLDMAN SACHS

At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world.

We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers.

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.

Healthcare & Medical Insurance

We offer a wide range of health and welfare programs that vary depending on office location. These generally include medical, dental, short-term disability, long-term disability, life, accidental death, labor accident and business travel accident insurance.

We offer competitive vacation policies based on employee level and office location. We promote time off from work to recharge by providing generous vacation entitlements and a minimum of three weeks expected vacation usage each year.

Financial Wellness & Retirement

We assist employees in saving and planning for retirement, offer financial support for higher education, and provide a number of benefits to help employees prepare for the unexpected. We offer live financial education and content on a variety of topics to address the spectrum of employees’ priorities.

Health Services

We offer a medical advocacy service for employees and family members facing critical health situations, and counseling and referral services through the Employee Assistance Program (EAP). We provide Global Medical, Security and Travel Assistance and a Workplace Ergonomics Program. We also offer state-of-the-art on-site health centers in certain offices.

Fitness

To encourage employees to live a healthy and active lifestyle, some of our offices feature on-site fitness centers. For eligible employees we typically reimburse fees paid for a fitness club membership or activity (up to a pre-approved amount).

Child Care & Family Care

We offer on-site child care centers that provide full-time and emergency back-up care, as well as mother and baby rooms and homework rooms. In every office, we provide advice and counseling services, expectant parent resources and transitional programs for parents returning from parental leave. Adoption, surrogacy, egg donation and egg retrieval stipends are also available.

Benefits at Goldman Sachs

Read more about the full suite of class-leading benefits our firm has to offer.