management, organisation, and co-ordination of the day-to-day work of a team of agents
deliver the highest standards of service to customers
support the team to deliver results against key business objectives
adequate oversight of team performance and act on insights
work closely with current account product team to ensure product and team alignment
operate on a rotating shift pattern covering hours between 8:00am and 8:00pm, Monday to Friday
required to work from the London office two days per week
work one weekend per month from home with time off in lieu provided during the week
some bank holiday working will also be required, with time off in lieu

experience leading a team in a customer focused operational environment
know how to get the best out of people, balancing support, care and accountability
comfortable having difficult conversations, managing performance in a clear, fair and constructive way
analytical and confident using data to understand performance, identify issues and make decisions
highly organised, structured and able to keep multiple priorities moving without letting things slip
prioritise well, especially when the environment is busy and things change quickly
communicate clearly with your team, peers, and senior stakeholders
strong attention to detail, personal responsibility and awareness of risk, controls and escalation
comfortable working with pace, ambiguity and change

** Bonus Points:**

Customer Service Team Leader

Key skills