Marcus by Goldman Sachs, Contact Centre Team Manager, Associate, Birmingham Birmingham · United[...]

OUR IMPACT

Across Asset Wealth Management, Goldman Sachs helps empower clients and customers around the world to reach their financial goals. Our advisor‑led wealth management businesses provide financial planning, investment management, banking, and comprehensive advice to a wide range of clients, including ultra‑high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees. Our direct‑to‑consumer business provides digital solutions that help customers save and invest. Across Wealth Management, our growth is driven by a relentless focus on our people, our clients and customers, and leading‑edge technology, data, and design.

Marcus by Goldman Sachs operates as a digital bank, providing online savings products directly to individual consumers. Marcus combines Goldman Sachs' over 150 years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers.

YOUR IMPACT

We’re looking for an experienced Contact Centre Manager who has a passion for delivering exceptional customer service to join our growing customer support team. If you are highly skilled at motivating and developing front line customer support agents, we’d love to hear from you! Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer agent roles play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

What you’ll do:

• Provide leadership, clear communication, coaching and professional development to Inbound Team Lead and inbound specialists, ensuring performance targets and agent satisfaction are achieved.
• Oversee and drive the achievement of inbound service level targets, proactively monitoring real‑time performance by collaborating with Workforce.
• Use data to understand team and agent performance, identify trends and implement action plans to support improvements.
• Champion continuous improvement by identifying opportunities to improve customer journeys, actively encouraging your team to do the same.
• Act as an escalation point for complex customer issues, providing hands‑on assistance by taking over calls where necessary, and offering guidance and support to resolve inbound escalations promptly and effectively, in line with procedures.
• Embed a strong advocacy for exceptional customer service throughout all inbound operations, balancing customer satisfaction with the consistent achievement of organisational goals.
• Work collaboratively with the Call Centre teams to maintain consistency and standards across all front‑line teams, sharing best practices and supporting cross‑functional initiatives.
• Develop a deep understanding of day‑to‑day expectations of own role and that of direct reports.
• Works closely with Business Risk Managers to identify key controls and escalation procedures relating to the inbound team.
• Pro‑actively identifies any new issues or risks and works to ensure suitable controls are in place.

Skills

• Previous experience of managing a Contact Centre front line team, preferably in Financial Services/Retail Banking or other customer facing regulated environment.
• Demonstrable experience in coaching teams to achieve expected KPI’s using recognised coaching models to achieve this.
• Ability to create a positive team working environment that supports the retention.