Key skills
Communication
About this role
Role Overview
- Manage, organise, and coordinate day-to-day work of a team of customer service agents
- Deliver highest standards of customer service and support front-line agents
- Resolve escalated and varied customer queries
- Monitor and drive individual and team performance against KPIs
- Conduct structured 1:1’s, feedback cycles, coaching, and goal setting
- Proactively report operational risks to Senior Management
- Collaborate with current account product team to ensure product led initiatives land well
Requirements
- Experience leading a team in a customer focused operational environment
- Ability to get the best out of people, balancing support, care and accountability
- Comfort in having difficult conversations and managing performance
- Analytical and confident in using data to understand performance, identify issues and make decisions
- Highly organised, structured and able to keep multiple priorities moving
- Clear communication with team, peers, and senior stakeholders
- Strong attention to detail, personal responsibility, and awareness of risk, controls and escalation
Benefits
- Flexible ways of working
- Ability to work from abroad for up to 120 days a year
- Support for individual career aspirations
- Time off in lieu for additional work on weekends and bank holidays