Team Leader Job Profile Summary
Short Description of the Job
Make sure that your team provides excellent service to customers through the accurate and consistent use of our policies, processes, and procedures to ensure good customer outcomes.
Key Responsibilities
1. Develop, implement, and maintain a vision and business plan for the team, focusing on matching customer needs to our service and product options, and driving effective customer contact strategies.
2. Develop a team culture of providing outstanding customer service in each and every interaction and delivering the goals of the organization.
3. Continually develop, coach, and inspire the team to develop their knowledge, providing ongoing observation and feedback on the quality and achievement of business objectives.
Join us as a Customer Service Team Leader
* This is an opportunity to develop your leadership skills and gain recognition for driving others to succeed.
* You'll be leading a team to deliver fantastic customer service, building trusting relationships and growing our customer base.
* You’ll be working in a collaborative environment, where we’ll take a real investment in your career progression.
What you'll do
We want excellent customer service to be at the heart of everything we do. You’ll directly help us achieve this by motivating, coaching, and inspiring your team to develop their knowledge and focus on meeting the needs of their customers. We’ll look to you to provide ongoing observation and feedback sessions, striving to maintain the highest quality of service throughout your team.
You’ll also be:
1. Developing, implementing, and maintaining a vision and business plan for the team.
2. Overseeing all customer metrics, ensuring that these are maintained in all key internal systems.
3. Building and maintaining partnerships and stakeholder relationships.
4. Providing feedback on systems and processes to ensure we continuously achieve good customer outcomes.
5. Identifying, managing, and escalating any risk.
The skills you'll need
To be successful in this role, you’ll have excellent people leadership experience, with the ability to develop a team to deliver outstanding results. You’ll thrive in a fast-paced environment, and with excellent planning and organizational skills, you’ll perform consistently well under pressure. You will be able to demonstrate the importance of putting the customer at the heart of everything you do.
It would also be ideal if you are working towards, or have already attained, a Chartered Banker certificate, although this is not essential.
We’ll also look to you to demonstrate:
* The ability to identify and implement continuous improvements.
* Strong interpersonal and communication skills.
Salary dependent on experience.
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