Technical Specialist - Customer
CR2
Location: Skelmersdale
The role:
Reporting to the Head of Customer Connections, as a Technical Specialist you’ll lead, plan, develop, motivate, organise and control the activities of a team of 8-10 Customer Specialists, tasked with facilitating and evaluating the effective delivery of customer satisfaction and broad operational objectives. You’ll ensure smooth running of the team and ensure deadlines are met within T&C scheme guidance as well as analyse customer data to generate valuable insights in order to understand customer trends and anticipate their needs.
Key Accountabilities:
- Allocate/distribute reviews within team to ensure weekly/monthly quotas are met and are in line with T&C scheme requirement for advocates.
- Ensure that completed reviews are filed in a timely manner on completion, and any quality or customer fails are highlighted/sent to the relevant Leader directly to ensure rework action/feedback is delivered.
- Work with other leaders within the area to ensure that feedback/rework actions are completed in a timely manner.
- Ensure any trackers/databases are kept up to date to give a clear weekly/monthly indication of number of reviews required/completed.
- Highlight any key trends or emerging risks from reviews at both an individual advocate level & area level (e.g. common process steps missed).
- Ensure a consistent scoring approach through call calibrations within huddles/meetings within QA team.
- Responsible for training & competency of QA specialists, oversight of reviews to ensure consistent scoring within team.
- Carry out periodic review of first line leader calls.
- Maintain knowledge of regulatory and legal requirements relevant to the role. Support and promote compliance with those requirements within the role and the business
- Support the management of c. 8-10 Customer Specialists
Knowledge, Skills and Experience Required:
- Excellent communication and inter personal skills
- Good attention to detail
- Passionate about supporting the development of colleagues
- Integrity – always looking to do the right thing for Customers, Colleagues and the Bank.
- Ability to manage time effectively and take ownership of own workload
- Excellent planning and organisation skills.
- Flexible and agile to meet changing customer and business demands
- Maintains knowledge, supports and promotes the compliance with regulatory and legal requirements relevant to the role- specifically CONC & FCA standards
What You Can Expect From Us:
- Flexible and home working options
- 27 days holiday rising to 30 with service, plus opportunity to buy 5 extra days
- Competitive pension with up to 10% employer contribution
- Income protection / life assurance
- Commitment from employers on continued learning & development
- Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy, GP’s for both you and your family.
- 2 paid days for volunteering per year
- ‘MyReward’ corporate discount for over 800 retailers and Cycle to Work Scheme.
- Family friendly policies and supportive working environment
- Colleague network groups committed to inclusion and diversity within our Bank.
We can only consider candidates with the right to work in the UK at this time.
Our Bank is committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential. We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected.
If your application is selected for recruitment, we will ask if you require any reasonable adjustments in order to proceed to an interview with us. 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 8.5 as of 9 October 2023.