At a Glance
- Tasks: Lead a dynamic team to ensure excellent customer service and achieve performance goals.
- Company: Join Santander Consumer Finance, a leader in motor finance with a supportive culture.
- Benefits: Enjoy a competitive salary, annual bonus, gym discounts, and employee assistance programmes.
- Other info: Hybrid working available after initial training; inclusive workplace celebrating diversity.
- Why this job: Make a real impact by developing your team and enhancing customer experiences.
- Qualifications: Previous management or coaching experience and strong interpersonal skills required.
The predicted salary is between 35000 - 38800 £ per year.
Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of car dealerships throughout the UK. SCUK are pleased to share we have an excellent opportunity for a Contact Centre Team Leader to join our team on a 12 Month Fixed Term Contract.
In this rewarding role you will be responsible for the daily management of a team of 12-15 employees, providing them with direction and guidance, and ensure they are set individual and team goals to ensure an excellent customer journey and that SLA’s are met. You will also ensure team members are continuously developing through coaching, mentoring and training, review performance evaluations through quality checks, resolve escalated customer issues and conduct recruitment.
Please note this role is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered.
Responsibilities will include:
- Service Levels Agreements – Proactive resolution to problems that may impact service levels, whilst ensuring the quality of service is not sacrificed to achieve. Managing resources with flexibility to adjust depending on the priorities.
- Compliance – A sound knowledge in line with corporate governance and regulators.
- Quality Assurance and Control – To ensure quality of work produced by team is at a high standard.
- Managing People – To recruit, lead, develop, coach and manage a team to ensure that the people are both skilled and motivated to deliver performance and collate monthly results and deliver to team members in one to one meetings. To act as point of reference for team colleagues.
- Motivational – Ensuring people are both skilled and motivated to deliver high performance.
- Continuous Improvement – To involve the team in the development of ideas which improve business performance and establish best practices.
- Projects – To complete ad hoc tasks/projects as requested by Team Manager.
- Risk – Dealing with/escalating identified risks in relation to SCUK risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework.
What we’re looking for someone who:
- Has previous management, coaching or supervisory experience.
- Has their own initiative to resolve complex queries.
- Has a positive, enthusiastic outlook and is receptive to change.
- Has excellent planning and organisation skills, thus the ability to work to tight deadlines.
- Possesses strong interpersonal skills.
We have a range of benefits available which include:
- Competitive salary of £35,000 - £38,800 (dependent on skills & experience).
- Annual bonus based on personal and company performance.
- Employee assistance programme.
- Gym passes at a reduced rate for 3,000 gyms, leisure centres etc.
Training: You will be required to work full time in the office for the first 3 months, after that time hybrid working will be available (as per your line manager's discretion).
Other things you need to know:
The working hours for the role are 35 hours per week across the below shift pattern:
- Week 1 – 08:00-15:00 & Saturday 09:00-14:00
- Week 2 – 09:00-17:00
- Week 3 – 10:00-18:00
- Week 4 – 08:00-16:00
- Week 5 – 09:00-17:00
- Week 6 – 10:00-18:00
You will also be required to work 2 bank holidays a year.
Inclusion: At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair. At Santander Consumer Finance we have a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind.
Should you want to be considered for part time hours, please let us know and we can assess your requirements.
What are the next steps: If you are interested in this role and believe you have the skills, experience, and knowledge then we’d love to hear from you. Please go ahead and click apply which will take you through some questions and allow you to submit your CV and covering letter.
Hybrid Contact Centre Team Leader — 12-Month FTC in Redhill employer: Santander Consumer (UK) plc
Santander Consumer Finance UK offers a dynamic and supportive work environment in Redhill, Surrey, where employees are encouraged to grow through comprehensive training and development opportunities. With a strong focus on employee well-being, the company provides competitive salaries, annual bonuses, and access to gym memberships, all while fostering a culture of inclusivity and collaboration. Join us to lead a motivated team and make a meaningful impact on customer experiences in the finance sector.
Contact Details:
Santander Consumer (UK) plc Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Hybrid Contact Centre Team Leader — 12-Month FTC in Redhill
✨Tip Number 1
Get to know the company! Research Santander Consumer Finance and understand their values and culture. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership skills! Since this role involves managing a team, think of examples from your past experiences where you've successfully led or motivated others. Be ready to share these stories during your interview.
✨Tip Number 3
Prepare for situational questions! Expect to be asked how you'd handle specific challenges related to customer service or team management. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you on their radar.
We think you need these skills to ace Hybrid Contact Centre Team Leader — 12-Month FTC in Redhill
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your management and coaching experience, as well as any relevant achievements that show you can lead a team effectively.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Contact Centre Team Leader role. Share specific examples of how you've motivated teams and improved performance in previous roles.
Showcase Your Interpersonal Skills:Since strong interpersonal skills are key for this role, make sure to mention instances where you've successfully resolved conflicts or built relationships within a team. This will demonstrate your ability to manage people effectively.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you don’t miss out on any important updates regarding your application status.
How to prepare for a job interview at Santander Consumer (UK) plc
✨Know Your Team Dynamics
Before the interview, take some time to understand what makes a successful team leader in a contact centre. Research common challenges faced by teams in this environment and think about how you would address them. Be ready to share examples of how you've successfully managed or motivated a team in the past.
✨Demonstrate Your Coaching Skills
Since coaching and mentoring are key parts of this role, prepare to discuss your approach to developing team members. Think of specific instances where you've helped someone improve their performance or overcome a challenge. This will show that you not only lead but also invest in your team's growth.
✨Showcase Your Problem-Solving Abilities
The job requires proactive resolution of issues impacting service levels. Be prepared to discuss a time when you identified a problem and took steps to resolve it effectively. Highlight your ability to think on your feet and adapt to changing priorities, as this is crucial in a fast-paced contact centre environment.
✨Align with Company Values
Familiarise yourself with Santander's values of Simple, Personal, and Fair. During the interview, weave these values into your responses to demonstrate that you’re not just a fit for the role, but also for the company culture. This alignment can set you apart from other candidates.
