Team Manager (Customer Support Operations)
Business Unit: Customer Support Operations - Bereavement Services Team
Salary range: £25,600 - £32,000
Location: UK Hybrid with occasional travel to Hub
Our Team
Customer Support Operations brings together teams that support customers during difficult times, such as bereavements, financial difficulties, or registering a power of attorney. The Team Manager plays a crucial role in supporting colleagues and responding to emerging risks, with a focus on enhancing customer experience through continuous improvement and optimized customer journeys.
What you'll be doing
* Managing a team of up to 14 direct reports handling sensitive tasks like closing accounts of deceased customers, registering attorneys, or supporting vulnerable customers, all with empathy and support.
* Ensuring quality standards are met in line with policies and regulatory requirements, maintaining key controls.
* Leading a culture of continuous improvement to enhance operational effectiveness.
* Analyzing demand data to understand patterns and drive waste elimination and future improvements.
* Focusing on the needs of vulnerable customers to ensure positive outcomes.
* Supporting a service-oriented team culture that fosters customer loyalty and advocacy.
* Addressing issues or complaints through root cause analysis and team problem-solving.
* Promoting and supporting local continuous improvement initiatives.
* Coaching and developing staff to achieve operational excellence.
We need you to have
* Proven experience in managing and coaching teams to high standards.
* A strong background in supporting customers in vulnerable situations.
* A track record of delivering change and continuous improvement.
* Experience creating solution-oriented team environments.
* Empathetic leadership with a compassionate approach.
* Proactive mindset and advocacy for continuous improvement.
* Practical knowledge of financial services regulations and compliance, including SLAs.
* Experience coaching colleagues to high-quality standards.
Be yourself at Virgin Money
Our purpose is to make people happier about money by creating an inclusive workforce that reflects our diverse customers and communities. We are committed to an inclusive culture where colleagues feel safe, inspired, and heard.
As a Disability Confident Leader, we welcome candidates with disabilities who meet minimum requirements. For adjustments or support, contact our Talent Acquisition team at careers@virginmoney.com.
Points to Note: Let your current manager know if you're applying for an internal role for support. We recommend sharing your plans with them.
Interested? Contact Donna Barker to learn more about the role and help you prepare a strong application.
Legal Notice
Some legacy contracts are non-flexible. Moving to a new role or changing existing terms will transition you to our standard flexible contract (8am - 8pm, Monday to Saturday).
Salary and notice period details will align with our policies. For questions, contact Talent Acquisition at careers@virginmoney.com or chat with HaRi, our HR Virtual Agent on MS Teams.
Advertised: 24 Apr 2025 GMT Daylight Time
Applications close: 01 May 2025 GMT Daylight Time
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