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For Companies At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service every day.
- Company: Join Metro Bank, a dynamic and customer-focused bank.
- Benefits: Competitive salary, bonus, generous holiday, pension, healthcare, and discounts.
- Why this job: Make a real impact while developing your leadership skills in a fast-paced environment.
- Qualifications: Experience in contact centre management and strong leadership capabilities required.
- Other info: Great opportunities for career progression with 40% of roles filled internally.
The predicted salary is between 28800 - 43200 £ per year.
What you will do:
- Lead, inspire, and nurture a team of approximately 14-16 Amaze Direct Representatives to deliver amazing customer service every day.
- Develop and retain a coherent understanding of performance objectives and Metro Bank systems and priorities to enable effective coaching and knowledge share.
- Maintain and exceed service standards and call quality by working closely with multiple stakeholders across Amaze Direct and the Bank.
- Where required, support the Lead / Business Performance Manager with any operational and project work and be able to deputise in their absence.
- Take responsibility for multiple Risk objectives including EoDs, Quality Assurance, Process Competency, Fair Customer Outcomes and Vulnerable Customers.
- Coach, support and robustly performance manage Amaze Direct Representatives to achieve and exceed their demanding objectives, utilising our established Colleague Relations team for advice and support where required.
- Work with other Team Managers to calibrate performance and gain a clear understanding of development themes or knowledge gaps throughout the ADR population and then address these with relevant interventions and upskill sessions.
- Develop a positive culture in which colleagues strive to achieve and take accountability for their performance.
- Liaise with peers and line managers to ensure the ADR onboarding journey progresses a colleague to competence, in appropriate timescales and with the right knowledge to excel in role.
- Support call volumes during busier periods by being on telephone and dealing with customer enquiries.
- Support line managers with understanding a future talent pipeline for key roles.
What you will need:
- Understand the risks associated with your job and what that means for you, Metro Bank and all our stakeholders.
- A good understanding of Metro Bank products and procedures.
- A good understanding of Risk & Compliance.
- Be competent using Metro Bank systems.
- Leadership capability.
- Contact Centre Management experience.
- Comprehensive understanding of our people lifecycle, performance management tools and bump up channels for people issues.
- Be able to manage your time effectively to ensure all key deliverables are achieved within the correct timeframe.
- You need to look ahead constantly, be adaptable to any situation daily across a diverse range of requests. It’s a fast paced environment!
Our promise to you…
- We will make sure that you are well-rewarded by providing you with a competitive salary, discretionary annual bonus, and a wide range of benefits, including generous holiday allowance, attractive pension scheme, healthcare, life assurance, and a number of colleague discounts!
- We will give you the training to ensure you succeed in your role and plenty of internal opportunities to progress your career (around 40% of our recruitment comes from internal promotions!).
Contact Centre Team Manager - Slough employer: Metro Bank
Contact Detail:
Metro Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Manager - Slough
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Metro Bank's values and how they align with your own. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or managed a project successfully. Be ready to share these during your interview to demonstrate your capability in managing a contact centre team.
✨Tip Number 3
Show off your coaching skills! Prepare to discuss how you've developed team members in the past. Highlight any training sessions or performance management strategies you've implemented to help others succeed.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions ready about the team dynamics or future projects. This shows your enthusiasm and helps you gauge if the role is the right fit for you.
We think you need these skills to ace Contact Centre Team Manager - Slough
Some tips for your application 🫡
Show Your Leadership Skills: When writing your application, make sure to highlight your leadership experience. We want to see how you've inspired and nurtured teams in the past, so share specific examples that demonstrate your ability to motivate others and achieve results.
Know Your Stuff: Familiarise yourself with Metro Bank's products and procedures before you apply. We love candidates who understand our business and can articulate how their skills align with our goals. A little research goes a long way!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and fluff. Make sure your key achievements and experiences stand out, as we want to see what makes you the perfect fit for our team.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining the Metro Bank family!
How to prepare for a job interview at Metro Bank
✨Know Your Stuff
Make sure you have a solid understanding of Metro Bank's products and procedures. Brush up on their risk and compliance policies too, as this will show that you're serious about the role and understand the importance of these aspects in a banking environment.
✨Show Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about specific situations where you inspired or coached your team to achieve their goals. This will demonstrate your leadership capability and how you can nurture a positive culture within the team.
✨Be Ready for Scenario Questions
Expect questions that assess your ability to handle real-life situations in a contact centre. Prepare for scenarios involving performance management, coaching, and dealing with customer enquiries. Practising these will help you articulate your thought process clearly during the interview.
✨Emphasise Adaptability
Given the fast-paced nature of the role, be ready to discuss how you've adapted to changing circumstances in previous jobs. Share examples that highlight your time management skills and your ability to juggle multiple priorities effectively.
