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 from home, and opportunities for professional growth.
- Other info: A supportive environment that values people engagement and continuous improvement.
- 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 Carluke employer: Teleperformance
As a Customer Service Supervisor with us, you will thrive in a supportive and dynamic work-from-home environment that prioritises employee well-being and professional growth. We foster a culture of collaboration and innovation, offering comprehensive training and development opportunities to help you excel in your role while delivering exceptional service to our customers. Join us to be part of a team that values your contributions and encourages a healthy work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Supervisor in Carluke
✨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 answers. We want you to shine when discussing how you can lead and inspire a team to deliver exceptional service.
✨Tip Number 3
Show off your skills! If you have experience in complaint handling, be ready to share specific examples of how you've resolved issues and improved processes. This will demonstrate your ability to manage complaints effectively.
✨Tip Number 4
Don't forget to apply through our website! We love seeing applications directly from candidates who are passionate about joining our team. Make sure to highlight your people-focused approach and excellent communication skills in your application.
We think you need these skills to ace Customer Service Supervisor in Carluke
Some tips for your application 🫡
Show Your Leadership Skills:When writing your application, make sure to highlight your experience in leading and motivating teams. We want to see how you've inspired 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 clearly in writing. Use straightforward language and avoid jargon. We appreciate applications that are easy to read and get straight to the point!
Highlight Your Experience with Complaints:Make sure to detail your experience in complaint handling within a Financial Services environment. We’re looking for candidates who can manage complex situations, so include any relevant examples that show how you’ve successfully resolved issues in the past.
Apply Through Our Website:We encourage you to apply through our website for a smoother application 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 set by the Financial Conduct Authority. This will show that you're not just familiar with the role but also committed to delivering exceptional service.
✨Showcase Your Leadership Skills
As a Customer Service Supervisor, you'll need to inspire and motivate your team. Prepare examples of how you've successfully led a team in the past, focusing on how you’ve handled complaints and improved performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Communicate Clearly
Since excellent communication is key for this role, practice articulating your thoughts clearly and concisely. Be ready to demonstrate your written communication skills by discussing how you would handle a formal complaint. You might even want to prepare a brief written response to a hypothetical complaint scenario.
✨Be Solution-Oriented
During the interview, highlight your ability to identify root causes of complaints and suggest actionable solutions. Think of specific instances where you’ve successfully reduced complaint volumes or improved customer satisfaction. This will show that you’re proactive and focused on continuous improvement.
