At a Glance
- Tasks: Lead a dynamic team to ensure top-notch customer onboarding experiences.
- Company: Join a forward-thinking company focused on customer satisfaction and operational excellence.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Collaborative culture with opportunities for growth and innovation.
- Why this job: Make a real difference in customer journeys while developing your leadership skills.
- Qualifications: Experience in customer service and strong leadership abilities are essential.
The predicted salary is between 49500 - 60500 £ per year.
The Role
- Coordinate the day-to-day team activities, overseeing workflow queues, prioritisation and case allocation to ensure timely, high-quality and compliant customer outcomes.
- Monitor performance using MI, identifying risks, backlogs or deviations and taking prompt corrective action to maintain service standards.
- Conduct regular quality assurance checks, ensuring adherence to processes, data accuracy and regulatory requirements, with clear feedback and coaching provided.
- Maintain robust record-keeping standards across the team, ensuring all customer interactions and documentation are accurately captured and stored.
- Provide hands-on operational support during peak periods to ensure continuity of service and delivery against SLAs.
- Lead daily team huddles to review performance, set priorities and drive focus on key risks, issues and improvement opportunities.
- Apply structured problem-solving to resolve operational issues at source, escalating where required and supporting consistent ways of working.
- Drive continuous improvement by identifying trends (including complaints and MI), sharing insights and implementing enhancements to customer experience and processes.
- Build strong relationships across the wider business, collaborating with stakeholders to share best practice and improve overall onboarding performance.
- Lead, coach and develop a high-performing team, setting clear objectives, driving accountability and fostering an inclusive, engaged culture.
- Manage performance, capability and development through regular feedback, training, succession planning and alignment to the Training & Competence framework.
- Oversee recruitment, onboarding and employee relations in partnership with HR, ensuring a fair and consistent approach.
WE WOULD LOVE TO HEAR FROM YOU IF YOU HAVE:
- Prior experience working with customers, demonstrating high standards of service and providing excellent customer outcomes.
- Effective leadership capability – people management, coaching & development, operational execution and change management.
- Proven experience of working proactively and taking initiative.
- Ability to work independently as well as collaborate with the team and wider business.
- Highly numerate with analytical ability.
- Excellent communication skills both written and verbal, ability to communicate with both customers and colleagues at all levels of seniority and liaise effectively with other internal departments.
- Strong interpersonal skills, quick to develop and maintain relationships both internally and externally.
IT IS NOT ESSENTIAL BUT IT WOULD BE GREAT IF YOU:
- Previous knowledge and experience of the Financial Services Industry and in similar operational or customer facing role.
- Previous knowledge and experience of the Asset Finance industry.
- Good knowledge of Microsoft Products.
- Experience of lean management and applying operational excellence tools or techniques.
Customer Onboarding Team Leader in Manchester employer: Aimeewillow
As a Customer Onboarding Associate in our Sale office, you will be part of a dynamic team that values accuracy, initiative, and strong stakeholder management. We offer a hybrid working model post-probation, fostering a supportive work culture that prioritises employee growth and collaboration across departments. With a focus on compliance and customer satisfaction, you'll have the opportunity to develop your skills in the Financial Services Industry while enjoying a rewarding career in a vibrant Manchester location.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Onboarding Team Leader in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Aimeewillow. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Aimeewillow before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Onboarding Team Leader in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Aimeewillow:Your cover letter is your chance to shine! Tell us why you want to work at Aimeewillow specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Aimeewillow!
How to prepare for a job interview at Aimeewillow
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
