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- Tasks: Lead and develop a dynamic Digital Channels Team to enhance customer support.
- Company: Join a progressive financial services firm in Edinburgh with a focus on growth.
- Benefits: Supportive leaders, career development, and the chance to make a real impact.
- Why this job: Be part of a high-performing team and transform digital customer experiences.
- Qualifications: Experience in financial services, strong communication, and team management skills.
- Other info: Dynamic environment with opportunities for personal and professional growth.
The predicted salary is between 40000 - 50000 £ per year.
What is the opportunity? We have a fantastic opportunity for a dynamic and results driven Online Customer Support Manager to join the Edinburgh office on a permanent basis.
What will you do?
- Lead, manage and develop the Digital Channels Team to always achieve good client outcomes while delivering growth and efficiency.
- Maintain guides, process flows, training videos and templates for use throughout the team on various systems and processes.
- Manage and maintain Digital Channels operations processes, ensuring they are consistently followed and always looking for improvement.
- Create timely, relevant and meaningful MI for the business unit including, but not limited to, MI for the Brewin Portfolio Service and MyBrewin.
- Track and monitor Customer Service Team performance KPIs, analysing and summarising data and trends.
- Work collaboratively with the 1LOD and 2LOD Risk Teams to ensure adequate risk controls and identify any gaps and improvements.
- Work collaboratively with internal and external auditors to respond and track all requests.
- Work collaboratively with the Complaints Teams to deliver exceptional Customer Support, identify and resolve any issues in a timely manner.
- Be a key point of contact across the business for Brewin Portfolio Service and MyBrewin operations and process.
- Maintain a close working relationship with vendors and influence enhancements and improvements within our use of the systems.
- Keep and maintain a meticulous working knowledge of the Brewin Portfolio Service and MyBrewin.
- Actively participate in any necessary Business Development activities and encourage team engagement.
- Take responsibility for own development through training and CPD, with regard to industry changes, legislation and regulation.
- Have a good understanding of the group strategy and Team business plan.
- Help the team develop, both individually and collectively, through development conversations, coaching and feedback.
What do you need to succeed?
- Proven experience in a business role with comparable responsibilities within financial services.
- A strong client‑focused mindset and a passion for delivering an excellent customer experience.
- High levels of emotional intelligence and empathy.
- Ability to manage and develop a team.
- Strong communication skills.
- Strong analytic skills and excellent numeracy abilities.
- Strong MS Office skills.
- Self‑motivated, ambitious and decisive.
- Team player with first‑rate people skills.
- Experience working in a business undergoing significant change is highly favourable.
- A creative individual that uses their skills to bring new ways of thinking to digital customer experience.
- A curiosity to streamline and improve processes.
What is in it for you?
- Leaders who support your development through coaching and managing opportunities.
- Opportunities to work with the best in the field.
- Ability to make a difference and lasting impact.
- Work in a dynamic, collaborative, progressive, and high‑performing team.
Location: Edinburgh, United Kingdom
Online Customer Support Manager employer: RBC Brewin Dolphin
Contact Detail:
RBC Brewin Dolphin Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Online Customer Support Manager
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by researching the company culture and values. Show us how your experience aligns with their mission, especially in delivering excellent customer support.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. We want to see your personality shine through, so don’t be afraid to share your passion for customer service!
✨Tip Number 4
Follow up after your interview with a thank-you email. It’s a simple way to express your appreciation and reiterate your interest in the role. Plus, it keeps you fresh in their minds!
We think you need these skills to ace Online Customer Support Manager
Some tips for your application 🫡
Show Your Passion for Customer Support: When writing your application, let your enthusiasm for delivering excellent customer experiences shine through. We want to see how you can bring that client-focused mindset to the role!
Highlight Your Team Management Skills: Make sure to showcase any experience you have in managing and developing teams. We’re looking for someone who can lead our Digital Channels Team effectively, so share examples of how you've done this in the past.
Be Data-Driven: Since the role involves tracking KPIs and analysing data, include any relevant experience you have with metrics and reporting. We love candidates who can demonstrate strong analytical skills and a knack for improving processes.
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 get you into the process smoothly. We can’t wait to hear from you!
How to prepare for a job interview at RBC Brewin Dolphin
✨Know Your Stuff
Make sure you have a solid understanding of the Brewin Portfolio Service and MyBrewin. Familiarise yourself with their operations, processes, and any recent changes. This will show your potential employer that you're genuinely interested and ready to hit the ground running.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed and developed teams in the past. Highlight your ability to foster a client-focused mindset and deliver excellent customer experiences. Use specific situations where your emotional intelligence and empathy made a difference.
✨Be Data Savvy
Brush up on your analytical skills and be ready to discuss how you've tracked and monitored KPIs in previous roles. Bring examples of how you've used data to drive improvements and efficiencies in customer support processes.
✨Collaborative Spirit
Emphasise your experience working collaboratively with different teams, such as risk and complaints teams. Be prepared to discuss how you’ve influenced enhancements and improvements in systems and processes through teamwork and communication.