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: Be part of a supportive culture that values communication 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 Coatbridge employer: Teleperformance
As a Customer Service Supervisor at our company, 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 excellence, offering comprehensive training and development opportunities to help you lead your team in delivering outstanding customer service. With a competitive salary and the flexibility of remote work, we are committed to creating a rewarding experience for our employees.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Supervisor in Coatbridge
✨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
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Customer Service Supervisor in Coatbridge
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:We’re looking for someone with a knack for leading teams. In your application, don’t forget to mention your previous management roles and how you’ve inspired and motivated your team to achieve great results. Share specific examples if you can!
Demonstrate Your Problem-Solving Skills:As a Customer Service Supervisor, you'll need to tackle complaints head-on. In your application, give us a glimpse of how you've handled complex issues in the past and what steps you took to resolve them. This will show us you’re ready for the challenge!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and let us know why you’d be a great fit!
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
Prepare examples of how you've successfully led a team in the past. Think about times when you motivated your team or resolved conflicts. Be ready to discuss your coaching style and how you inspire others to deliver exceptional customer service.
✨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 the position.
✨Be Solution-Oriented
During the interview, be prepared to discuss how you've identified root causes of complaints in the past and what solutions you recommended. This shows that you’re proactive and focused on continuous improvement, which aligns perfectly with the company's goals.
