Team Leader - Kegworth, United Kingdom - Lorien

Lorien
Lorien
Verified Company
Kegworth, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
NatWest are seeking a highly motivated Team Leader to join their award-winning front line internal colleague support team.

This is an exciting opportunity to join the leadership team of a highly motivated and energised team of people with opportunities for leadership development and career progression.


Working in a busy and dynamic contact centre environment you will lead a team of between 6 and 8 Analysts who manage complaints and escalations from colleagues across the bank.

You will be part of a wider Leadership Team who are passionate about the customer and delivering change to support their experience.


  • You will act as a source of motivation for your team by championing their potential and helping them realise their personal goals through development planning and one to one coaching.
  • You will support achieving business KPI's through management of your team their performance, whilst ensuring the quality of service is embedded in all that we do.
  • Listening and acting upon feedback is a key part to the role, assisting with the implementation of continuous improvement through an empowered network.
  • You will work closely with key stakeholders to resolve escalations and improve the customer journey.
  • You will look for opportunities to reduce the number of escalations and complaints that your team receive.
  • You will have the opportunity to develop your own leadership skillset with support from your own line manager who will help you realise your potential.
  • You will collaborate closely with a broad group of Leaders and will interact regularly with the wider Senior Leadership Team helping to shape the performance and future direction of the department.
  • You will have the opportunity to demonstrate your analytical ability during your leadership of your teams to ensure they reach the required targets using your coaching skills. Whilst shaping and developing support plans to enable Analysts to bring the best of themselves to their role
Key Skills- Experience of leading in a contact centre or service centre environment

  • Experience of complaint handling
  • Strong coaching skills
  • Able to analyse data to understand opportunities for improvement for both our customers and performance management.
  • Selfstarter who takes charge with little direction, seeks clarification if unsure.
  • Is able to challenge upwards confidently.
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