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For Companies At a Glance
- Tasks: Lead a team to enhance customer experience and performance metrics.
- Company: Join NatWest Boxed, a diverse and inclusive team focused on collaboration.
- Benefits: Enjoy flexible hours and hybrid working options to suit your lifestyle.
- Why this job: Make a real impact in customer service while developing your leadership skills.
- Qualifications: Strong customer focus and people leadership experience required; banking knowledge is a plus.
- Other info: This is a 12-month role based in the UK.
The predicted salary is between 36000 - 60000 £ per year.
We’re building something better
This role is in NatWest Boxed
At NatWest Boxed, we’re a high performing team that’s always on the lookout for exceptional people. We encourage an inclusive and diverse working environment, where teamwork, input and collaboration are valued no matter your level.
Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.
This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.
Job Description
Join us as a Customer Support Team Leader
- This is an opportunity to play a significant part in helping us to deliver trust and advocacy to our customers
- We’ll look to you to promote and instil a strong customer focus while managing the customer experience and the performance of the team against agreed metrics and objectives
- You’ll be representing our behaviours and contributing to an efficient and friendly centre, where colleagues feel valued, involved and recognised
- This role is available for a period of 12 months
What You\’ll Do
As a Customer Support Team Leader, you’ll be making sure that colleagues understand products and services and promote these to fulfil customers’ needs.
In addition, you’ll be:
- Responsible for the team’s performance, and for making improvements in customer service, through regular huddles and reviews
- Using MI to recommend changes, supporting transformation initiatives that benefit the customer and wider business area
- Creating a culture that encourages continuous improvement through detailed feedback
- Reacting to feedback from colleagues and customers to improve the customer experience
- Taking ownership and following up on escalated customer queries, including data subject access requests
The Skills You\’ll Need
We’re looking for someone with a strong customer focus and extensive people leadership experience. You’ll also need strong communication skills, and experience of communicating, preparing and delivering presentations to senior audiences. Experience of handling personal banking related queries, including lending, are preferred but not necessary
You’ll also need:
- Experience of customer service delivery techniques and a willingness to apply them
- Strong interpersonal and people management skills, with the ability to develop and coach others
- The ability to identify operational inefficiencies and provide practical solutions, and a basic understanding of continuous improvement skills
- Well-developed planning and organising skills
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Customer Support Team Leader (12 Months) employer: NatWest Boxed
Contact Detail:
NatWest Boxed Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Team Leader (12 Months)
✨Tip Number 1
Familiarise yourself with NatWest Boxed's values and culture. Understanding their commitment to inclusivity and teamwork will help you align your approach during interviews and discussions, showcasing how you can contribute to their environment.
✨Tip Number 2
Prepare examples of how you've successfully led teams in customer service settings. Highlight specific instances where you've improved team performance or customer satisfaction, as this will demonstrate your leadership capabilities.
✨Tip Number 3
Brush up on your data analysis skills. Since the role involves using management information (MI) to recommend changes, being able to discuss how you've used data to drive improvements in previous roles will set you apart.
✨Tip Number 4
Showcase your communication skills by preparing to discuss how you've effectively communicated with senior audiences. Being able to articulate your ideas clearly and confidently will be crucial in this leadership role.
We think you need these skills to ace Customer Support Team Leader (12 Months)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team leadership. Use specific examples that demonstrate your ability to manage performance and improve customer experiences.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight your strong customer focus and any relevant achievements in previous roles that align with the job description.
Showcase Communication Skills: Since strong communication skills are essential for this role, consider including examples of how you've effectively communicated with teams or presented to senior audiences in your application.
Demonstrate Continuous Improvement Mindset: Mention any experiences where you identified operational inefficiencies and implemented solutions. This will show your understanding of continuous improvement, which is a key aspect of the role.
How to prepare for a job interview at NatWest Boxed
✨Showcase Your Leadership Skills
As a Customer Support Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on how you motivated and developed your colleagues.
✨Emphasise Customer Focus
Highlight your commitment to customer service. Be ready to discuss specific instances where you've improved customer experiences or resolved complex issues, showcasing your strong customer focus.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle escalated queries. Practice articulating your thought process and the steps you would take to resolve such situations.
✨Demonstrate Continuous Improvement Mindset
Discuss your understanding of continuous improvement techniques. Share examples of how you've identified inefficiencies in previous roles and implemented changes that benefited both customers and the business.