Customer Service Team Manager

2 days ago

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The award-winning investment service that helps you take control of your financial future. ii is an abrdn business.

online share dealing • private investor communities • ISAs • Junior ISAs • SIPPs

501 - 1000

Description

• Effectively manage a team of Customer Service Representatives. • Provide inspirational leadership through coaching, reward, recognition, regular communication, feedback, development and performance management. • Accountable for managing and achieving key KPI’s, quality excellence and risk management for the team and department. • Lead and manage a team of Customer Service Representatives to meet performance and efficiency targets. • Ensure delivery of a high-quality, omni-channel customer service (inbound, outbound, email, social media). • Drive customer satisfaction by resolving issues, focusing on First Point Resolution, and addressing root causes. • Build a motivated, high-performing team, fostering a culture of ownership, improvement, and customer-focused behaviour. • Collaborate with key business areas to enhance customer and employee experiences. • Monitor team performance, provide coaching, and manage resources for optimal efficiency and service delivery. • Maintain risk management controls and ensure adherence to compliance policies and procedures. • Effective handling of critical incidents, such as system outages, escalated customer complaints, or high call volumes, while maintaining service quality. • Lead strategic initiatives and drive continuous improvement in customer service operations.

Requirements

• Proven team management experience in a demanding contact centre, preferably in a regulated environment. • Strong KPI management, including performance, SLA, productivity, and error monitoring. • Technical understanding of online stockbroking for quality monitoring and coaching. • Familiarity with customer relationship management (CRM) software (preferably Salesforce). • Strong data analysis and reporting skills to drive actionable insights. • Ability to quickly adjust priorities to meet SLAs across all customer channels. • Effective team leadership, coaching, development, and decision-making skills. • Strong relationship-building with team, management, and stakeholders. • Knowledge of the Consumer Duty principles, Treating Customers Fairly (TCF) and Anti Money Laundering/KYC regulations. • Ability to develop and implementing strategies to minimise potential risks, such as improving processes or addressing common customer complaints proactively. • Knowledge of ISA and SIPP products. • Familiarity with FCA complaint handling processes.