Contact Centre Team Leader

Santander USA; Redhill; Hybrid; GBP 35,000 - 38,000; Full time

Job summary

A leading financial services company in Redhill is seeking a Contact Centre Team Leader on a 12 Month Fixed Term Contract. This role involves managing a team of 12-15, guiding them to ensure an excellent customer journey and achieving service level agreements. The successful candidate will have previous supervisory experience and strong Microsoft Office skills. This position offers a competitive salary between £35,000 and £38,000, along with various benefits including 27 days holiday and an annual bonus.

Benefits

Competitive salary

27 days holiday

Annual bonus

Flexible benefit allowance

Pension contributions

Employee assistance programme

Sharesave scheme

Gym passes

Qualifications

• Previous management, coaching or supervisory experience.
• Strong Microsoft Office skills (Word, Excel, Outlook).
• Excellent planning and organisation skills.

Responsibilities

• Manage a team of 12-15 employees to enhance customer journey.
• Ensure adherence to service levels and quality control.
• Coach, mentor, and train team members.

Skills

Management experience

Customer service experience

Microsoft Office skills

Interpersonal skills

Job description

SCUK Contact Centre Team Leader (12 Month FTC) Country: United Kingdom

Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of car dealerships throughout the UK. SCUK are pleased to share we have an excellent opportunity for a Contact Centre Team Leader to join our team on a 12 Month Fixed Term Contract.

In this rewarding role you will be responsible for the daily management of a team of 12-15 employees, providing them with direction and guidance, and ensure they are set individual and team goals to ensure an excellent customer journey and that SLA’s are met. You will also ensure team members are continuously developing through coaching, mentoring and training, review performance evaluations through quality checks, resolve escalated customer issues and conduct recruitment.

Please note this role is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered.

Responsibilities will include:

• Service Levels Agreements – Proactive resolution to problems that may impact service levels, whilst ensuring the quality of service is not sacrificed to achieve. Managing resources with flexibility to adjust depending on the priorities
• Compliance – A sound knowledge in line with corporate governance and regulators
• Quality Assurance and Control – To ensure quality of work produced by team is at a high standard
• Managing People – To recruit, lead, develop, coach and manage a team to ensure that the people are both skilled and motivated to deliver performance and collate monthly results and deliver to team members in a one to one meetings. To act as point of reference for team colleagues
• Motivational – Ensuring people are both skilled and motivated to deliver high performance
• Continuous Improvement – To involve the team in the development of ideas which improve business performance and establish best practices
• Projects – To complete ad hoc tasks/projects as requested by Team Manager
• Risk – Dealing with/escalating identified risks in relation to SCUK risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework

What we’re looking for someone who:

• Has previous management, coaching or supervisory experience
• Substantial customer service experience
• Has their own initiative to resolve complex queries
• Strong Microsoft Office skills (i.e. Word, Excel & Outlook)
• Has a positive, enthusiastic outlook and is receptive to change
• Has excellent planning and organisation skills, thus the ability to work to tight deadlines
• Possesses strong interpersonal skills
• Has previous Contact Centre experience (desirable – not essential)

We have a range of benefits available which include:

• Competitive salary of £35,000 - £38,000 (dependent on skills & experience)
• 27 days holiday per annum, plus bank holidays
• Annual bonus based on personal and company performance
• £500 flexible benefit allowance
• Generous pension contributions
• Employee assistance programme
• Sharesave scheme
• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc

Training:

You will be required to work full time in the office for the first 3 months, after that time hybrid working will be available (as per your line managers discretion)

Other things you need to know:

The working hours for the role are 35 hours per week across the below shift pattern:

• Week 1 – 08:00-15:00 & Saturday 09:00-14:00
• Week 2 – 09:00-17:00
• Week 3 – 10:00-18:00
• Week 4 – 08:00-16:00
• Week 5 – 09:00-17:00
• Week 6 – 10:00-18:00

You will also be required to work 1 bank holiday a year.

Inclusion

At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.

At Santander Consumer Finance we have a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind.

Should you want to be considered for part time hours, please let us know and we can assess your requirements.

What are the next steps:

If you are interested in this role and believe you have the skills, experience, and knowledge then we’d love to hear from you. Please go ahead and click apply which will take you through some questions and allow you to submit your CV and covering letter.