At a Glance
- Tasks: Lead customer service and operations, ensuring team success and efficient planning.
- Company: Join RBS International, a leader in age-inclusive employment focused on client protection.
- Benefits: Enjoy hybrid work flexibility and opportunities for professional development.
- Other info: This role involves process re-engineering and collaboration with various stakeholders.
- Why this job: Make a real impact on clients and the business while developing your leadership skills.
- Qualifications: Experience in managing medium to large teams in operations; strong financial services knowledge required.
The predicted salary is between 43200 - 72000 £ per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. Join us as Head of Customer Service & Operations. An excellent opportunity has arisen for a dedicated, customer focussed professional to take on a leading role as Head of Customer Service & Operations across RBS International's Depositary Services businesses.
We'll look to you to deliver and lead successful customer and business outcomes and provide strong leadership and direction across your function as an active member of the leadership team. You'll have the opportunity to develop your leadership profile and make a real difference to our clients, the underlying investors we exist to protect and the future of our business. This is a hybrid role where you'll work from home some of the time, but you'll also spend a significant amount of time working from our Edinburgh office.
What you'll do:
- You'll hit the ground running in this role, leading your team to success with strong people and resource management.
- You'll be making sure your unit is efficiently planned and that all service level targets are achieved, with a focus on optimising capacity, reducing costs and managing operational escalations, disputes and risks whilst embedding and driving continuous development of our new cloud native proprietary system.
- You'll be working to understand and anticipate client and regulatory needs, by actively reviewing performance targets, regulatory and market insights and client engagements to drive the team to identify trends and address areas of improvement.
- Your other responsibilities will include:
- Leading process re-engineering and automation initiatives to maximise efficiency gains, collaborating with support functions to do so.
- Driving the engagement and development of colleagues, making sure plans are in place and implemented for training and accreditation.
- Establishing and maintaining strong relationships with internal and external stakeholders.
- Developing and maintaining up-to-date process documents, to define performance indicators, measurements and the reporting of critical MI to enable the right decision making.
- Designing and delivering cost effective measures within the team and contributing to simplifying the bank.
The skills you'll need:
- We're looking for a talented people leader, with experience of running medium to large teams in an operations business.
- Along with excellent communication and interpersonal skills, you'll have the ability to negotiate and build relationships with stakeholders at a range of levels.
- In addition, you'll bring:
- An in-depth understanding of the UCITS and alternative funds sector and its products and services.
- Strong financial services skills and experience of custody, fund administration and depositary.
- The ability to adapt through a period of significant change.
- An understanding of people processes and policies.
- An understanding of risk, compliance and legal issues in different jurisdictions.
- Knowledge of the relevant financial, regulatory and legislative developments affecting the marketplace and banking.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Service & Operations in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at RBS International. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like RBS International before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Service & Operations in Edinburgh
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to RBS International:Your cover letter is your chance to shine! Tell us why you want to work at RBS International specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at RBS International!
How to prepare for a job interview at RBS International
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
