At a Glance
- Tasks: Lead a team to resolve customer complaints and ensure exceptional service delivery.
- Company: Dynamic financial services company with a focus on customer satisfaction.
- Benefits: Competitive salary, work from home flexibility, and opportunities for professional growth.
- Other info: Join a supportive culture that values people engagement and continuous improvement.
- Why this job: Make a real difference by leading a passionate team and enhancing customer experiences.
- 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 Bellshill 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 excellence, offering comprehensive training and development opportunities to help you lead your team in delivering outstanding customer service while also encouraging innovative solutions to enhance our processes. Join us to be part of a dynamic team that values your contributions and empowers you to make a meaningful impact in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Supervisor in Bellshill
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they engage with customers and employees. This will help you tailor your answers and show that you're a great fit for their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about delivering exceptional service, make sure you can articulate your thoughts clearly and confidently. Role-play common customer scenarios with a friend to get comfortable.
✨Tip Number 3
Prepare some insightful questions to ask during your interview. This shows you're genuinely interested in the role and helps you understand how you can contribute to reducing complaints and improving customer satisfaction.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the extra step to connect with us directly.
We think you need these skills to ace Customer Service Supervisor in Bellshill
Some tips for your application 🫡
Show Your Leadership Skills:When writing your application, make sure to highlight your experience in leading teams. We want to see how you've inspired and motivated others to deliver exceptional service, so share specific examples that showcase your ability to create a positive team culture.
Be Clear and Concise:Since the role involves handling complaints, it's crucial to demonstrate your ability to communicate effectively in writing. Use clear language and proper grammar to convey your thoughts. Remember, we appreciate well-structured applications that reflect your attention to detail!
Focus on Customer Service Excellence:Make sure to emphasise your passion for delivering top-notch customer service. Share any relevant experiences where you’ve gone above and beyond to resolve issues or improve customer satisfaction. This will show us that you truly understand the importance of the customer experience.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values!
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
As a Customer Service Supervisor, you'll need to lead and inspire your team. Prepare examples of how you've motivated others in the past, whether through coaching or resolving conflicts. Highlight your ability to create a positive team culture and how you’ve driven performance improvements.
✨Communicate Clearly
Since excellent communication is key in this role, practice articulating your thoughts clearly and concisely. Be ready to demonstrate your written communication skills by discussing how you handle formal complaints. You might even want to prepare a brief written response to a hypothetical complaint scenario.
✨Be Solution-Oriented
Employers love candidates who can think critically and propose solutions. Prepare to discuss specific instances where you identified root causes of complaints and implemented changes to reduce them. This will show that you’re proactive and focused on continuous improvement.
