At a Glance
- Tasks: Lead a team to resolve customer complaints and deliver exceptional service.
- Company: Dynamic financial services company with a focus on people engagement.
- Benefits: Competitive salary, work from home flexibility, and career development opportunities.
- Other info: Join a supportive environment that values communication and continuous improvement.
- Why this job: Make a real difference by inspiring your team and enhancing customer experiences.
- Qualifications: Experience in complaint handling and management within financial services.
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 Hamilton 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 Hamilton
✨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 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. It shows initiative and gives you a better chance to stand out!
We think you need these skills to ace Customer Service Supervisor in Hamilton
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 written communication skills. Use clear language and proper grammar in your application. We appreciate well-structured responses that get straight to the point while still being engaging.
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 identify root causes and suggest improvements, so don’t shy away from sharing your successes in resolving complex issues.
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 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
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 committed to delivering exceptional service.
✨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 achieve their best, as this is crucial for a Customer Service Supervisor.
✨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 essential for managing escalated complaints.
✨Be Solution-Oriented
Think about how you've identified root causes of complaints in previous roles and what solutions you proposed. Be prepared to discuss specific instances where your recommendations led to improved customer satisfaction or reduced complaint volumes. This will highlight your proactive approach and problem-solving skills.
