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 Falkirk 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 Falkirk
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the lookout 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 recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 3
Showcase your leadership skills! During interviews, share specific examples of how you've motivated and coached your team in the past. Highlight your ability to deliver exceptional service and drive performance – that's what employers want to hear!
✨Tip Number 4
Don't forget to apply through our website! We make it super easy for you to find and apply for the Customer Service Supervisor position. Plus, it shows you're genuinely interested in joining our team. Let's get you that job!
We think you need these skills to ace Customer Service Supervisor in Falkirk
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 leadership style.
Be Clear and Concise:Since the role involves handling complaints, it's crucial to demonstrate your ability to communicate effectively. Use clear language and proper grammar in your written application. Remember, we’re looking for someone who can construct formal communications with ease!
Highlight Your Problem-Solving Skills:We love candidates who can identify root causes and recommend solutions. In your application, mention any experiences where you’ve tackled complex issues or improved processes. This will show us that you’re proactive and focused on continuous improvement.
Apply Through Our Website:Don’t forget 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 what we do at StudySmarter.
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 Ready for Scenario Questions
Expect to face scenario-based questions during the interview. Think about how you would handle specific complaints or manage team performance issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your problem-solving skills and attention to detail.
