Job Description
The department:
Our Client Engagement Hub is a centre of excellence for client experience. We leverage world-leading technology to drive 'digital first' journeys for our clients. This involves not only assisting on the platform but also educating clients to use digital technology first and empowering them to self-serve. We strive to remain innovative and provide technology that enables our clients to accomplish their tasks without roadblocks.
It's an exciting time to join our team. We are committed to doing the right thing, the first time, for our advisers and customers. If you have a passion for customer service and leading high-performing teams, this is the role for you.
Job Role:
What you'll be doing:
1. Leading your team daily, taking ownership of their development to meet critical departmental metrics and standards.
2. Coaching, mentoring, and supporting your telephony team to deliver positive customer outcomes.
3. Motivating, leading, and empowering your team to provide outstanding customer service.
4. Demonstrating a strong passion for client experience and achieving broader business objectives.
5. Take an active role in running our Client Engagement Hub, owning and delivery on key performance indicators for our clients.
6. Championing and implementing changes to enhance service quality using industry knowledge and modern digital learning trends.
7. Developing effective relationships with key partners.
Candidate Profile:
1. Proven track record of leading teams in a contact centre environment.
2. Passion for people and customers, with the ability to take accountability and think commercially.
3. Experience in developing others through training, mentoring, and feedback.
4. Customer service-focused, taking ownership of the customer experience through effective training and support delivery.
5. Excellent communication skills, capable of leading engaging training sessions and influencing key partners.
6. Strong problem-solving skills with a methodical approach.
7. A great team player who is self-motivated and can work independently in a fast-paced, constantly evolving digital environment.
8. Proficient in digital literacy and knowledgeable about software, email, and video chats.
Our Benefits:
There's more to working life than coming home with a good salary. We have an environment where you can learn, get involved and be supported.
When you join us, your reward will be one of the best around, including 40 days annual leave, a 16% employer pension contribution, private healthcare and a range of flexible benefits including gym discounts, season ticket loans and access to an employee discount site amongst many others.
Our Inclusive Culture:
We are committed to exploring the possibilities of working smarter. This means we'd like to hear from you, whatever way you like to work.
We have a long-term commitment to building inclusive workplaces; we value diversity in our workforce and welcome enquiries from everyone. If you need assistance or a reasonable adjustment due to a disability please let us know as part of your application and we will assist.
We're committed to providing an inclusive workplace where all forms of difference are valued and which is free from any form of unfair or unlawful treatment. We define diversity in its broadest sense - this includes but is not limited to our diversity of educational and professional backgrounds, experience, cognitive and neurodiversity, age, gender, gender identity, sexual orientation, disability, religion or belief and ethnicity and geographical provenance. We support a culture that values meritocracy, fairness and transparency and welcomes enquiries from everyone. #J-18808-Ljbffr