At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service and achieve goals.
- Company: Join Santander Consumer Finance UK, a leader in motor finance.
- Benefits: Hybrid working, competitive salary, and opportunities for personal development.
- Other info: Exciting chance to grow your career in a supportive and innovative company.
- Why this job: Make a real impact by guiding a motivated team in a dynamic environment.
- Qualifications: Experience in management or coaching, with strong customer service skills.
The predicted salary is between 30000 - 40000 € 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
- 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.
- 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.
Qualifications
- Has previous management, coaching or supervisory experience.
- Substantial customer service experience.
- Has their own initiative to resolve complex queries.
- Strong Microsoft Office skills (i.e. Word, Excel).
SCUK Contact Centre Team Leader (12 Month FTC) in Surrey employer: Santander Consumer (UK) plc
Santander Consumer Finance UK (SCUK) is an exceptional employer, offering a dynamic work environment in Redhill, Surrey, where you can lead and inspire a dedicated team while ensuring top-notch customer service. With a strong focus on employee development through coaching and mentoring, SCUK fosters a culture of continuous improvement and collaboration, making it an ideal place for those seeking meaningful career growth in the finance sector. The hybrid working model allows for flexibility, ensuring a healthy work-life balance while being part of a reputable organisation committed to excellence.
Contact Detail:
Santander Consumer (UK) plc Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land SCUK Contact Centre Team Leader (12 Month FTC) in Surrey
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Santander Consumer Finance UK. Understanding their values and how they operate will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to team management and customer service. Think about specific examples from your past experiences that demonstrate your skills in coaching, mentoring, and problem-solving.
✨Tip Number 3
Show off your leadership style! During the interview, be ready to discuss how you motivate and develop your team. Share your approach to setting goals and ensuring everyone is on track to meet those SLAs – it’s all about demonstrating your ability to lead effectively.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions prepared. This shows your interest in the role and helps you gauge if SCUK is the right fit for you. Plus, it gives you a chance to clarify any doubts you might have!
We think you need these skills to ace SCUK Contact Centre Team Leader (12 Month FTC) in Surrey
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Contact Centre Team Leader role. Highlight your management experience and customer service skills, as these are key for us at SCUK. Use specific examples that showcase your ability to lead a team and meet service level agreements.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our team. Mention your coaching and mentoring experience, and how you can motivate a team to deliver high performance. Keep it engaging and personal!
Showcase Your Achievements:Don’t just list your responsibilities; show us what you’ve achieved in your previous roles. Use numbers and specific outcomes to demonstrate how you’ve improved service levels or developed team members. We love seeing results!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details about the role and our company culture there!
How to prepare for a job interview at Santander Consumer (UK) plc
✨Know Your Team Dynamics
Before the interview, think about how you would manage a team of 12-15 employees. Be ready to discuss your leadership style and how you motivate your team. Consider examples from your past experiences where you successfully led a team or resolved conflicts.
✨Understand Service Level Agreements (SLAs)
Familiarise yourself with what SLAs are and how they impact customer service. Be prepared to share your thoughts on maintaining quality while meeting these agreements. Think of specific instances where you've had to balance these priorities in previous roles.
✨Showcase Your Coaching Skills
Since coaching and mentoring are key parts of this role, come equipped with examples of how you've developed team members in the past. Highlight any training programmes you've implemented or individual success stories that demonstrate your ability to uplift others.
✨Be Ready for Scenario Questions
Expect questions that put you in hypothetical situations, especially around conflict resolution and performance management. Practice articulating your thought process clearly and confidently, showing how you would handle escalated customer issues or underperforming team members.
