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For Companies At a Glance
- Tasks: Lead and inspire a team to deliver top-notch customer service in a dynamic contact centre.
- Company: Join Marcus by Goldman Sachs, a digital bank with a focus on innovation and customer satisfaction.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Opportunity for career growth in a leading financial services company.
- Why this job: Make a real impact by enhancing customer experiences and driving team success.
- Qualifications: Experience in managing contact centre teams and a passion for coaching.
The predicted salary is between 40000 - 50000 £ per year.
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!
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.
- Work closely with Business Risk Managers to identify key controls and escalation procedures relating to the inbound team.
- Pro‑actively identify any new issues or risks and work 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.
- Ability to create a positive team working environment that supports the retention.
Marcus by Goldman Sachs, Contact Centre Team Manager, Associate, Birmingham employer: Goldman Sachs Group, Inc.
Contact Detail:
Goldman Sachs Group, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Marcus by Goldman Sachs, Contact Centre Team Manager, Associate, Birmingham
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Marcus by Goldman Sachs on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions specific to contact centre management. Think about how you’d handle customer escalations or improve team performance. We want you to shine!
✨Tip Number 3
Show off your passion for customer service! During interviews, share stories that highlight your experience in motivating teams and improving customer journeys. Let them see how you embody their values.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team at Marcus.
We think you need these skills to ace Marcus by Goldman Sachs, Contact Centre Team Manager, Associate, Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Contact Centre Team Manager role. Highlight your experience in managing teams and delivering exceptional customer service, as these are key for us at Marcus by Goldman Sachs.
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use specific examples of how you’ve motivated teams or improved customer satisfaction. We love seeing how you’ve made a difference!
Be Authentic in Your Cover Letter: Your cover letter is your chance to show us who you are. Be authentic and let your passion for customer service shine through. Tell us why you want to join our team and what excites you about the role.
Apply Through Our Website: We encourage you to apply through our website for a smooth application process. It’s the best way for us to receive your application and keep track of it. Plus, you’ll get all the latest updates from us!
How to prepare for a job interview at Goldman Sachs Group, Inc.
✨Know Your Stuff
Before the interview, make sure you understand Marcus by Goldman Sachs and its mission. Familiarise yourself with their customer service principles and how they leverage technology to enhance customer experiences. This will show your genuine interest in the role and the company.
✨Showcase Your Leadership Skills
As a Contact Centre Team Manager, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully coached teams in the past, focusing on specific KPIs you've helped them achieve. Be ready to discuss your approach to creating a positive team environment.
✨Data-Driven Mindset
Since the role involves using data to drive performance improvements, come prepared with examples of how you've used data analysis in previous roles. Discuss any trends you've identified and the action plans you've implemented to enhance customer journeys or team performance.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills, especially regarding complex customer issues. Think of scenarios where you've had to step in during escalations and how you resolved them. Highlight your ability to balance customer satisfaction with achieving organisational goals.