SCUK Contact Centre Team Leader ( 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 Month Fixed Term Contract.
In this rewarding role you will be responsible for the daily management of a team of - 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 days a week in the Redhill office. Remote workers will not be considered.
Responsibilities will include:
1. 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
2. Compliance – A sound knowledge in line with corporate governance and regulators
3. Quality Assurance and Control – To ensure quality of work produced by team is at a high standard
4. 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
5. Motivational – Ensuring people are both skilled and motivated to deliver high performance
6. Continuous Improvement – To involve the team in the development of ideas which improve business performance and establish best practices
7. Projects – To complete ad hoc tasks/projects as requested by Team Manager
8. 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:
9. Has previous management, coaching or supervisory experience
10. Substantial customer service experience
11. Has their own initiative to resolve complex queries
12. Strong Microsoft Office skills (i.e. Word, Excel & Outlook)
13. Has a positive, enthusiastic outlook and is receptive to change
14. Has excellent planning and organisation skills, thus the ability to work to tight deadlines
15. Possesses strong interpersonal skills
16. Has previous Contact Centre experience (desirable – not essential)
We have a range of benefits available which include:
17. Competitive salary of £, - £, (dependent on skills & experience)
18. days holiday per annum, plus bank holidays
19. Annual bonus based on personal and company performance
20. £ flexible benefit allowance
21. Generous pension contributions
22. Employee assistance programme
23. Sharesave scheme
24. Gym passes at a reduced rate for, gyms, leisure centres etc
Training:
You will be required to work full time in the office for the first 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 hours per week across the below shift pattern:
25. Week – :-: & Saturday :-:
26. Week – :-:
27. Week – :-:
28. Week – :-:
29. Week – :-:
30. Week – :-:
You will also be required to work bank holidays 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.