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- Tasks: Lead and develop a team of customer support agents to deliver exceptional service.
- Company: Join Goldman Sachs, a global leader in investment banking with over 150 years of experience.
- Benefits: Enjoy a supportive work culture, training opportunities, and wellness programs.
- Why this job: Make a real impact by enhancing customer experiences in a dynamic environment.
- Qualifications: Previous contact centre management experience is essential, preferably in financial services.
- Other info: Goldman Sachs values diversity and offers reasonable accommodations for candidates with special needs.
The predicted salary is between 28800 - 43200 £ per year.
Marcus by Goldman Sachs, Team Manager, Analyst, Milton Keynes
Join to apply for the Marcus by Goldman Sachs, Team Manager, Analyst, Milton Keynes role at Goldman Sachs
Marcus by Goldman Sachs, Team Manager, Analyst, Milton Keynes
Join to apply for the Marcus by Goldman Sachs, Team Manager, Analyst, Milton Keynes role at Goldman Sachs
Marcus by Goldman Sachs
The firm’s direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today, we serve millions of customers across multiple products, leveraging innovative design, data, engineering, and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity.
Job Description
OUR IMPACT
Marcus by Goldman Sachs
The firm’s direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today, we serve millions of customers across multiple products, leveraging innovative design, data, engineering, and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity.
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 service leaders will play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.
YOUR IMPACT
We’re looking for an experienced contact centre team 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
- Lead, motivate & develop a team 12-15 customer support agents.
- Ensure team performance expectations are being met by coaching and enabling direct reports to be successful in role.
- Use data to understand agent level performance, identify trends and action plans to support improvements.
- Identify opportunities to improve customer journeys, actively encouraging your team to do the same.
- Provide inbound support and handle customer escalations when needed.
- Embed advocacy for the consistent delivery of exceptional customer service across your team with intense focus on customer satisfaction/advocacy and professional customer support balanced with consistent achievement of standard business objectives
- Take ownership of customer enquiries and responds to escalated customer issues in accordance with agreed procedures
- Provide hands on assistance to team members while serving as an escalation point for the operation’s customer issues and complaints
- Collaborate & support peers to ensure consistency in leadership across all front-line teams.
- Work with broader business partners to ensure resource requirements are met, schedules are adhered to, and changes are well managed into the area.
- Develop a deep understanding of day-to-day expectations of own role and that of direct reports.
- Ensures agent and team controls are managed daily, weekly, and monthly whilst pro-actively logging and escalating any new issues or risks.
- Take shared responsibility with the other team managers for real time operational performance, ensuring that service level targets are achieved as set by the business
Requirements
- Previous experience of managing a contact centre 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 & development of great customer service agents.
- Strong understanding of contact centre metrics and proven track record of achieving these.
- Ability to manage your own workload whilst balancing the needs of the customers and your team.
- Excellent analytical & problem-solving skills. Ability to think creatively and change approaches to deliver better outcomes.
- Ability to stay calm and focused whilst delivering on multiple priorities.
About Goldman Sachs
At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world.
We believe who you are makes you better at what you do. We\’re committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers.
We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html
The Goldman Sachs Group, Inc., 2025. All rights reserved.
Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.
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Marcus by Goldman Sachs, Team Manager, Analyst, Milton Keynes employer: Goldman Sachs
Contact Detail:
Goldman Sachs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Marcus by Goldman Sachs, Team Manager, Analyst, Milton Keynes
✨Tip Number 1
Familiarise yourself with the key metrics and KPIs relevant to contact centre management. Understanding these will not only help you in interviews but also demonstrate your commitment to achieving performance targets.
✨Tip Number 2
Showcase your leadership style by preparing examples of how you've motivated teams in the past. Be ready to discuss specific strategies you've used to develop customer support agents and improve team dynamics.
✨Tip Number 3
Research Marcus by Goldman Sachs and their approach to customer service. Being knowledgeable about their values and how they operate will allow you to align your answers with their expectations during discussions.
✨Tip Number 4
Prepare to discuss how you've handled escalated customer issues in previous roles. Highlighting your problem-solving skills and ability to remain calm under pressure will be crucial for this position.
We think you need these skills to ace Marcus by Goldman Sachs, Team Manager, Analyst, Milton Keynes
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing contact centre teams, particularly in financial services or customer-facing environments. Use specific examples that demonstrate your ability to meet KPIs and coach team members.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering exceptional customer service. Mention how your leadership style aligns with the values of Marcus by Goldman Sachs and provide examples of how you've motivated teams in the past.
Highlight Analytical Skills: Since the role requires strong analytical and problem-solving skills, include instances where you've used data to improve team performance or customer journeys. This will show your capability to drive results through informed decision-making.
Showcase Team Development Experience: Emphasise your experience in developing and retaining customer service agents. Discuss any coaching models you’ve used and how they have led to improved team dynamics and performance.
How to prepare for a job interview at Goldman Sachs
✨Show Your Leadership Skills
As a Team Manager, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully managed teams in the past, focusing on coaching and developing agents to meet performance expectations.
✨Understand Contact Centre Metrics
Familiarise yourself with key contact centre metrics and KPIs relevant to the role. Be ready to discuss how you've used data to drive improvements in team performance and customer satisfaction in previous positions.
✨Emphasise Customer Service Excellence
Goldman Sachs values exceptional customer service. Prepare to share specific instances where you went above and beyond for customers, and how you instilled a customer-first mindset within your team.
✨Demonstrate Problem-Solving Abilities
Highlight your analytical and problem-solving skills during the interview. Be prepared to discuss challenges you've faced in a contact centre environment and how you creatively approached solutions to improve outcomes.