Contact Centre Team Leader

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Company Description Moneybarn helps thousands of people every month to a better life on the road. We provide vehicle finance to customers across the UK who struggle to get loans from mainstream lenders, but need a quality, reliable vehicle to carry out their day-to-day lives. Our hard work has seen us win many major industry awards over the years, including Best Company to Work for in Car Finance 2019 and Non-Prime Lender of the Year 2019. Job Description We are Moneybarn, the UK's largest specialist vehicle finance lender, and we are looking for a confident, inspiring and determined Team Leader to join our Customer Operations Department. Leading the way on the front line in our fast-paced contact centre, our Customer Support team goes above and beyond to ensure all our customers get the help they need to make their journey with us an exceptional one. As Contact Centre Team Leader, you will be responsible for the day to day supervision, coaching and development of your team of Customer Support Agents, ensuring the consistent delivery of first class customer service at all times. If you are an experienced Team Leader, looking for your next fantastic opportunity to work in a fast paced, rapidly growing organisation, we'd love to hear from you. What you'll be expected to do in the role: Delivery of the department's contact strategies and objectives, through the effective management of Customer Support Agents. Accountable for the delivery of the correct and compliant customer outcomes, in the best interests of each customer Accountability for the team's adherence to industry regulation Daily maintenance of department, ensuring appropriate prioritisation, in line with department objectives, as directed by Contact Centre Manager or Facilitation Manager Reporting risks and issues to the Contact Centre Manager Active management of the Contact centre ensuring the highest possible productivity levels are attained Close oversight and approval of all actions relating to customers identified as vulnerable Approval of payment plans and any actions relating to the Default/Termination process Assisting with complaint resolution and handling of escalated calls Real time management of department resources to ensure internal compliance and quality KPIs are met Coaching, mentoring and development of Customer Support Agents Qualifications What we're looking for from you: Must have: Strong leadership skills Natural empathy for the customer experience Proven experience of managing a team of people High standards of numeracy and literacy, and excellent written and verbal skills Excellent communication and interpersonal skills Confidence in making decisions Self-motivated and ability to motivate others The drive to achieve daily, weekly and monthly targets Ability to prioritise workload with excellent organisational and time management skills Adhere to the FCA conduct rules Experience of performance management processes, working closely with Contact Centre Management and HR Desirable: Experience working within the motor finance industry Detailed knowledge and understanding of FCA regulations Additional Information In the 'Additional Information' copy and paste: You'll get all the usual benefits Competitive salary Pension scheme Life insurance 25 days holiday + increased holiday entitlement subject to long service Enhanced maternity, paternity and adoption pay scheme Plus, a few bonus ones On-site gym with fitness coaching Access to Perks for Work scheme Yoga and Core strength classes Fresh fruit deliveries Wellbeing presentations Barney Bikes Barney Breakfast Stock purchase schemes And many more... Important notes - We will keep your CV on our records for 12 months after your application. For more information about how we collect, use and share your personal data when you apply for a role with us, please see our Applicant Privacy Notice available here. - We will carry out full financial checks and Criminal Record Bureau checks as part of the recruitment process for all roles - As an employer that believes in the importance of cultural diversity in the workplace, we've signed up for the National Equality Standard (NES). Job Location

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