At a Glance
- Tasks: Lead a team to resolve customer complaints and deliver exceptional service.
- Company: Join a dynamic company focused on customer satisfaction and team engagement.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Work from home in a supportive environment with great career advancement potential.
- Why this job: Make a real difference by improving customer experiences and leading a passionate team.
- Qualifications: Experience in complaint handling and management within Financial Services required.
The predicted salary is between 33000 - 33000 £ per year.
We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motivate, coach and support people to deliver exceptional service when delivering outcomes for our customers.
Location: Work at home (UK)
Salary: £33,000
Hours: full-time, flexibility required
Main responsibilities of the role include:
- Leading a team of Complaints Handlers who are responsible for thorough investigations, management and resolution of end to end customer complaints.
- Delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards.
- Focusing on feedback and insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders.
- Ensuring your team provide best in class customer service through excellent communication skills, both verbally and in writing.
Key Responsibilities and Accountabilities:
- Ensure your team deliver an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards.
- Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability.
- Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team.
- Be point of escalation for all escalated complaints.
- Communicate accurately and professionally with the ability to make informed decisions.
- Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards.
- Identify root cause and have the ability to report and recommend any actions for continuous improvement.
- Maintain effective control of all aspects of people processes including: absence management, 121’s, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks.
Main Job Requirements:
- Minimum 1 years’ experience of complaint handling within a Financial Services organisation, and minimum 1 year in management role.
- Can demonstrate the ability to construct clear and concise written communications, using correct spelling and grammar, specific to formal complaints.
- Is able to demonstrate experience in complex, regulated customer service environment.
- Can confidently manage assigned workloads at a team level.
- Able to prioritise workloads to meet targets and timelines.
Required Skills:
- Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling.
- Passionate about people engagement and delivering excellent customer service.
- Attention to detail.
- Is able to demonstrate excellent communication skills both verbally and in writing.
- Comprehensive technical/computer skills.
- Identifying RCA complaints types and actioning possible solutions to reduce said complaints.
Competencies and Specific Skills:
- People focused.
- Excellent communication and influencing skills.
- Advanced relationship building and stakeholder management skills.
- Advanced levels of resilience and focus.
- Self-motivated and can motivate others, with can-do attitude.
Customer Service Supervisor in Airdrie employer: Teleperformance
As a Customer Service Supervisor at our company, you will thrive in a supportive and flexible work-from-home environment that prioritises employee well-being and professional growth. We foster a culture of collaboration and continuous improvement, offering opportunities for career advancement while ensuring you lead a motivated team dedicated to delivering exceptional customer service. Join us to be part of a dynamic organisation that values your contributions and empowers you to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Supervisor in Airdrie
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the hunt for a Customer Service Supervisor role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research common questions for customer service management roles and practice your responses. We want you to shine when discussing your experience in complaint handling and team leadership.
✨Tip Number 3
Show off your skills! If you have any relevant certifications or training, make sure to mention them during interviews. This will help demonstrate your commitment to delivering exceptional service and managing complaints effectively.
✨Tip Number 4
Apply through our website! We love seeing applications directly from candidates who are passionate about joining our team. It shows initiative and gives you a better chance of standing out in the crowd.
We think you need these skills to ace Customer Service Supervisor in Airdrie
Some tips for your application 🫡
Show Off Your Communication Skills:Since the role is all about delivering exceptional service, make sure your written application reflects your communication prowess. Use clear, concise language and check for any spelling or grammar mistakes – we want to see that you can construct professional messages!
Highlight Your Management Experience:Don’t forget to showcase your previous management experience in your application. We’re looking for someone who can lead and inspire a team, so share specific examples of how you've motivated others and handled complaints effectively.
Tailor Your Application:Make your application stand out by tailoring it to the job description. Use keywords from the listing, especially around customer service and complaint handling, to show us you understand what we’re looking for and how you fit the bill.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Teleperformance
✨Know Your Stuff
Before the interview, make sure you understand the ins and outs of complaint handling in a financial services context. Brush up on relevant regulations and standards, especially those from the Financial Conduct Authority. This will show that you're not just familiar with the role but also serious about compliance and quality assurance.
✨Showcase Your Leadership Skills
Be ready to discuss your previous management experience and how you've successfully led teams in the past. Prepare examples that highlight your ability to inspire, motivate, and coach others. Think about specific situations where you improved team performance or resolved conflicts effectively.
✨Communicate Clearly
Since excellent communication is key for this role, practice articulating your thoughts clearly and concisely. You might even want to prepare a few written examples of formal complaints you've handled. This will demonstrate your ability to construct clear communications, which is crucial for managing escalated complaints.
✨Emphasise Continuous Improvement
Be prepared to discuss how you've identified root causes of complaints in the past and what actions you've taken to reduce them. Show that you're proactive about seeking feedback and implementing changes. This will resonate well with the company's focus on delivering exceptional service and improving processes.
