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 Johnstone employer: Teleperformance
As a Customer Service Supervisor with us, you'll thrive in a supportive and flexible work-from-home environment that champions employee engagement and growth. We prioritise a culture of excellence, offering comprehensive training and development opportunities to help you lead your team in delivering outstanding customer service while ensuring compliance with industry standards. Join us to be part of a dynamic team that values your contributions and fosters a positive atmosphere for both personal and professional advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Supervisor in Johnstone
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media 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. Try mock interviews with friends or use online resources to sharpen your skills.
✨Tip Number 3
Prepare examples of how you've handled complaints in the past. Think of specific situations where you resolved issues effectively and improved customer satisfaction. This will demonstrate your experience and problem-solving abilities during the interview.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Service Supervisor in Johnstone
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 and concise language, and don’t forget to proofread for any grammar or spelling mistakes!
Highlight Your Management Experience:We want to see your leadership skills shine through! In your application, mention any previous management roles you've held, especially in complaint handling. Share specific examples of how you’ve motivated and supported your team.
Demonstrate Your Problem-Solving Abilities:As a Customer Service Supervisor, you'll need to tackle complaints head-on. Include examples in your application where you've identified root causes of issues and implemented solutions to improve customer satisfaction.
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 shows you’re keen on joining 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 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
Think about specific instances where you've identified root causes of complaints and implemented solutions. Be prepared to discuss how you measure productivity and quality assurance, and how you’ve taken action to improve performance. This will highlight your proactive approach and commitment to continuous improvement.
