Contact Centre Team Leader
CR2 - £29,000 - £32,000
Manchester Office Based
The role:
We are looking for an experienced Team Leader to contribute to our growing Contact Centre to support with business, plan, organise, oversee and monitor team activities against scorecard objectives, standards and service levels.
Key Accountabilities:
* Lead, develop, coach and motivate colleagues as People with Purpose to ensure they are aware of and capable of delivering their responsibilities and to ensure the creation and maintenance of a high performance culture and a Customer First ethos focused on delivering to customer needs.
* Plan, organise, oversee and monitor team activities against scorecard objectives, standards and service levels, agreeing and taking actions to improve capability and performance, so that the team achieves its maximum potential.
* Lead the effective delivery customer transactions including complaint handling, across all team members whilst ensuring adherence to all regulatory requirements.
* Resolve customer complaints and queries escalated from team members, only further escalating critical problems as appropriate identifying and highlighting trends / emerging issues to enable their early resolution.
* Participate in, or lead as appropriate, projects, ensuring responsibilities as part of the project team are delivered to plan.
* Implementation of any changes and developments into the work of the team.
* Maintain knowledge of regulatory and legal requirements relevant to the role. Support and promote compliance with those requirements within the role and the business.
* Carry out all required people management activities, including effectively implementing performance management processes to enable colleagues to maximise their performance and address individual performance issues to ensure the smooth functioning of the team.
* Ensure policy, process and procedures are established, maintained and monitored in line with conduct risk requirements, as defined by FCA and business policy.
* Maintain a good understanding of conduct risk requirements relevant to the role, ensuring compliance and that due regard is paid to the interests of customers & customers are treated fairly and ensure these requirements are fully reflecting in performance development objectives.
* Adhere to the relevant governance frameworks and relevant processes and control including adhering to the employee code of conduct.
* Makes decisions relating to the management of the team and with regard to situations and issues arising, including problems escalated by team members.
Knowledge, Skills and Experience Required:
* Decision Making
* Sales Experience
* Stakeholder Management
* Key understanding of FCA and business policy.
* Leadership Experience
We can only consider candidates with the right to work in the UK at this time.
Our Bank is passionate and committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential.
At the beginning of the year, The Co-operative Bank officially became part of the Coventry Building Society Group. Together, we have shared values and an ethical approach towards our members, customers and colleagues.
If you require more information or this document in a different format, please contact careers@co-operativebank.co.uk
As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.
*Rated by Morningstar Sustainalytics in the Regional Banks sub-industry with a score of 11.2 as of 14 January 2025.