At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and drive operational excellence.
- Company: Join Servaada, a Wipro company, committed to innovation in financial services.
- Benefits: Enjoy a competitive salary, generous benefits, and ongoing training opportunities.
- Other info: Embrace a diverse workplace that values inclusion and personal development.
- Why this job: Make a meaningful impact while developing your leadership skills in a supportive environment.
- Qualifications: Experience in customer service leadership and strong people management skills required.
The predicted salary is between 29700 - 36300 £ per year.
Servaada is Wipro UK entity, authorised by the Financial Conduct Authority (FCA), the UK financial services regulator, to undertake regulated activities on behalf of its clients, as an outsourced service provider.
About the Role: Servaada, a Wipro company is looking for a Team Leader with previous experience in customer and client services. As a Team Leader within our Customer Operations team, you’ll be leading and developing a team of Customer Operations Representatives. You’ll be responsible for the team providing a great quality service and customer experience by managing the team effectively through the efficient use of all resources, systems, and procedures. You’ll also be responsible for ensuring a high level of engagement amongst your team and making sure the team are clear on their own goals and how that aligns to the goals and strategy of the business area and the wider organisation. You will also set clear expectations of what high performance looks like. Additionally, you will manage employees with performance issues and handle sensitive staff issues.
Key Responsibilities:
- This role will suit you if you are a leader who is capable of effectively motivating and engaging people.
- You’ll be empathetic and capable of dealing with issues that arise within the team.
- You’ll also possess excellent time management skills and know when to escape issues further.
- You’ll also be comfortable managing a team through change.
- Customer Service – Provide award-winning customer support and be part of a supportive team that is all about doing the right thing for our customers.
- Accuracy – Maintain accuracy and accountability in an expanding and fast-paced environment.
- Teamwork – Recognise the importance of working together as a team to maximise team, department, and company results.
- Knowledge - Achieve and actively maintain skills and knowledge of the financial services industry. Focus on sharing knowledge and skills to continue to develop the team and its effectiveness.
- Development - Develop new processes and challenging existing ones to maximise efficiency and accuracy. Focus on personal development to achieve industry and career progression.
As a Team Leader you will receive a competitive salary, a generous benefits package and training & development in areas to help you improve. This is a permanent role, and an excellent opportunity to gain significant experience and make a meaningful impact within a dynamic team.
Requirements:
- Previous experience in a Team Leader, Supervisor, or Management role within a customer service environment.
- Experience within the financial services, banking, insurance, pensions, or regulated industry sector.
- Strong people management and coaching skills.
- Proven ability to manage performance and deliver operational targets.
- Knowledge of FCA regulations and customer-focused regulatory requirements.
- Strong communication, influencing, and stakeholder management skills.
- Experience handling customer complaints and escalated cases.
- Ability to interpret data and use MI to drive business decisions.
- Competent in Microsoft Office applications, particularly Excel and Outlook.
- Experience working in pensions, life and pensions, insurance, or wealth management.
- Understanding of Consumer Duty and vulnerable customer principles.
- Experience of working within financial services and an Institute of Financial Planning certificate.
- Experience managing hybrid or remote teams.
- Computer literacy and willingness to learn new systems and technologies.
Personal Attributes:
- Customer-focused with a passion for delivering excellent service.
- Strong leadership presence and ability to inspire others.
- Resilient and adaptable in a fast-paced environment.
- Proactive and solution oriented.
- Highly organised with excellent attention to detail.
- Strong decision-making and problem-solving skills.
- Collaborative and supportive team player.
- Committed to developing others and promoting a positive working environment.
Application of Individual Conduct Rules:
- Must act with integrity
- Must act with due skill, care and diligence
- Must be open and cooperative with the FCA and other regulators
- Must pay due regard to the interests of customers and treat them fairly
- Must observe proper standards of market conduct
Servaada is committed to diversity, equality, and inclusion in the workplace. All applicants welcome.
Customer Operations Team Leader in Norwich employer: Servaada - a Wipro Company
Servaada, a Wipro company, is an exceptional employer that prioritises employee growth and development within the dynamic financial services sector. With a strong focus on teamwork and customer service, employees benefit from a supportive work culture, competitive salaries, and a generous benefits package, all while being part of a company committed to diversity and inclusion. This role offers the opportunity to lead a motivated team, drive meaningful change, and enhance your skills in a fast-paced environment.
Contact Details:
Servaada - a Wipro Company Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Team Leader in Norwich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Servaada - a Wipro Company. 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 Servaada - a Wipro Company 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 Customer Operations Team Leader in Norwich
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 Servaada - a Wipro Company:Your cover letter is your chance to shine! Tell us why you want to work at Servaada - a Wipro Company 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 Servaada - a Wipro Company!
How to prepare for a job interview at Servaada - a Wipro Company
✨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.
