Join us as a Customer Services & Operations Team Manager
* We’re looking for someone to lead a team towards success, making sure that they feel valued, involved and recognised in their roles
* You’ll be playing a significant part in delivering trust and advocacy to our customers, by making sure that your team keep the customer at the heart of everything they do
* This is an excellent opportunity for you to develop your people leadership skills and enhance your network across the bank
* This is an office first job, so most of your time will be spent on site in our Edinburgh office
What you'll do
As a Team Manager, you’ll be creating and driving a customer focused culture, maintaining high levels of product and service knowledge across your team to fulfil our customers’ needs. By analysing and using MI, you’ll be recommending changes and transformation initiatives that benefit our customers and your business area, while encouraging continuous improvement.
Your responsibilities will include:
* Supervising the performance of the team against agreed objectives, taking steps to manage and drive performance
* Managing risk to make sure that key regulatory, operational, credit and control processes are adhered to
* Providing your team with coaching and feedback to maintain high levels of service and good customer outcomes
* Liaising with senior management to report on your team’s performance and help drive strategy initiatives across the bank
The skills you'll need
To succeed in this role, you’ll need a strong background in people leadership, with the ability to maintain a focus on the requirements of our customers. Strong communication and interpersonal skills are vital, alongside the ability to develop and coach others to deliver outstanding levels of customer service.
Additionally, you’ll have:
* A background in customer service delivery techniques and the ability to apply them
* Experience of communicating, preparing and delivering presentations to senior audiences
* The ability to identify operational inefficiencies and provide practical solutions for them
* Well developed planning and organisational skills
* The ability to be flexible and adaptable to changing business needs, with an understanding of continuous improvement skills
How we'll reward you
You’ll join on a competitive salary of £25,501 - £30,000, depending on experience, and in addition you’ll receive a contribution to help you save for retirement.
You can choose from a range of protection, healthcare or lifestyle benefits through NatWest Group Benefits, our fully flexible reward programme.
Visit our reward and benefits page for more information on the benefit packages we offer.