Overview
Customer Service Supervisor Jobs in Glasgow, Scotland, United Kingdom at TP
Title: Customer Service Supervisor
Company: TP
Location: Glasgow, Scotland, United Kingdom
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
Job Summary / Overview
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.
- You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards.
- Your role will also focus on feedback and insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders.
- To ensure 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 selling 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
