Senior Team Leader - Customer Service

Teleperformance; Birmingham; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Perks at Work

Help@Hand

Critical Illness

Cycle to Work

Eyecare support voucher

Holiday Purchase Scheme

Length of Service Awards

Workplace Pension

Refer-A-Friend

Job summary

Teleperformance in Birmingham is seeking a Senior Team Leader to lead and develop a team of customer service advisors for a UK banking client. You will drive performance, coaching and quality assurance in line with FCA standards.

You will also focus on employee engagement, delivering consistent service, and reporting to management. The role requires a positive, high-performance culture with the ability to motivate and guide colleagues to exceptional outcomes for customers.

Qualifications

• Minimum 2 years’ experience in Financial Services with management or senior leadership support.
• Ability to construct clear written communications with correct spelling and grammar.
• Experience in a complex, regulated customer service environment.
• Ability to manage workloads at team level and support wider operational priorities.
• Ability to prioritise workloads to meet targets and deadlines.

Responsibilities

• Lead and develop a team of customer service advisors and SMEs.
• Provide operational support to the management team and drive performance.
• Ensure performance, quality assurance and FCA standards are met.
• Coach, motivate and engage the team to deliver exceptional customer outcomes.
• Provide regular reporting and analysis of team activity to management.
• Identify improvement opportunities and drive continuous improvement.

Skills

People management

Customer service

Communication skills

Attention to detail

Stakeholder management

Job description

Overview

Senior Team Leader

Location: Birmingham

Hours: 40 hours per week – flexibility required

Contract: full-time & permanent

Salary: £33,000 DOE

Job Summary / Overview

Main responsibilities of the role include leading and developing a team of customer service advisors and SMEs for a UK banking client. As a Senior Team Leader, you will also provide operational support to the management team, helping to drive performance, consistency and continuous improvement across the operation.

You will be responsible for delivering your team’s performance and driving quality assurance in line with company and Financial Conduct Authority processes and standards. Your role will also focus on coaching, motivation, team productivity and supporting operational priorities, while providing feedback and insight on performance while recommending actions to drive and support performance.

As the Senior Team Leader, you will be responsible for delivering performance, employee engagement and operational support, which will in turn drive customer, colleague and client satisfaction.

We are looking for an individual who will deliver a positive, productive and engaging team culture, with the ability to lead, inspire, motivate, coach and support people to deliver exceptional outcomes for our customers. The successful candidate will act as a role model for Team Leaders and colleagues, supporting the management team with the effective running of the operation.

To ensure your team provide best in class service through excellent communication skills, both verbally and in writing.

Key Responsibilities and Accountabilities

• Ensure your team deliver an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards
• Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability
• Liaise with the management team within the company and client, providing regular reporting and analysis relating to the activity within your team
• Support the management team with day-to-day operational priorities, including performance oversight, colleague support, escalation management and delivery of key business objectives
• Provide guidance, coaching and support to Team Leaders and colleagues, helping to embed consistent standards, best practice and a strong performance culture
• Communicate accurately and professionally with the ability to make informed decisions
• Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards
• Identify root cause and have the ability to report and recommend any actions for continuous improvement
• Maintain effective control of all aspects of people processes including: absence management, 121’s, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks

Main Job Requirements

• Minimum 2 years’ experience within a Financial Services organisation, with proven experience in a management or senior leadership support role
• Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar
• Is able to demonstrate experience in complex, regulated customer service environment
• Can confidently manage assigned workloads at a team level and support wider operational priorities as directed by the AOM and SAOM
• Able to prioritise workloads to meet targets and timelines

Required Skills

• Previous management experience within a Financial Services organisation
• Passionate about people engagement and delivering excellent customer service
• Attention to detail
• Is able to demonstrate excellent communication skills both verbally and in writing
• Comprehensive technical/computer skills

Competencies and Specific Skills

• People focused
• Is charismatic and engaging
• Excellent communication and influencing skills
• Advanced relationship building and stakeholder management skills, including confidence working closely with AOM and SAOM level stakeholders
• Advanced levels of resilience and focus
• Self-motivated and can motivate others, with can-do attitude

Background Check Requirements:

• Criminal Record Check
• Enhanced Credit Check
• 5 years address history

What you get from us:

• Perks at Work – Savings Discounts / Free Online Classes
• Help@Hand - Savings Discounts / Podcast / Wellbeing Recourses / Webinars / Access to; GP’s, Mental Health Support, Financial Advice, Legal Advice
• Critical Illness – up to £10,000
• Cycle to Work Scheme
• Eyecare support voucher
• Holiday Purchase Scheme
• Length of Service Awards
• Workplace Pension
• Monthly Inspire Awards – For the best of the best
• Refer-A-Friend earns up to £1,200 for you
• Monthly Wellbeing Webinars
• Dedicated Employee Experience Progress – Here to support TP journey