Digital Experience Service Team Manager - New Works, United Kingdom - Virgin Money

Virgin Money

Verified Company

New Works, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Business Unit:
Customer Experience

Salary range:

£24,400
£30,500 per annum DOE

Location:
Remote - work from anywhere within the UK

Contract Type:
Permanent& 12 Month Fixed term available

Virgin Money is all about disrupting the status quo, taking on the challenges of the future, and saying goodbye to boring banking.

We're on the lookout for like-minded individuals and innovators like you to help push us forward.

We're also transforming howwe work to give our colleagues more choice, control and flexibility to live and work how they choose with
A Life More Virgin.

Here's what it means for YOU:

38.5 days annual leave for all colleagues (including bank holidays and pro rata if part-time)?
Up to five extra paid wellbeing days per year?
A 35hour working week
20 weeks paid, gender neutral family leave (52 weeks in total) for expectant parents and those looking to adopt
Market leading Pension & Private Medical Insurance
Flexible benefits including Cycle to Work, Wellness & Health Assessments and Critical Illness
Ability to work anywhere in the UK? (where the role allows)

And you get these Red Hot Rewards from day one

The Digital Experience Service Team Manager will be a key VM Brand Ambassador who is passionate about VM Values and Behaviours and Making Magic Happen.

They will be digital experts who ensure we can improve customer experience.

They will have the abilityto successfully manage and enhance an accredited telephony fulfilment team to provide a wide variety of products and services to customers via voice and chat platforms.

As a Digital Experience Service Team Manager, you will be responsible for managing a team of Digital Experience Service Advisors that offer various products within a regulated environment.

In this role you will play a huge part in ensuring that our customerswill leave their interactions with us with resolutions and a Virgin experience that they can't wait to shout about.

The core role of our Leaders is to deliver the very best performance through their people by keeping our Purpose, Strategic Aims and Values & Behaviours at the heart of all they do whilst developing their team with stretching goals to build ambition.

The Digital Experience Service Team Manager reports to the Digital Experience Service Ops Manager. The role holder works as part of a diverse and vibrant team.

Day to day you'll...

Be responsible for identifying the training and coaching needs of your team
Be insatiably curious about processes and policies ensuring they are modified and improved to drive efficiencies and overall keeping the customer journey at heart.
Have full responsibility for the performance, quality, service and efficiency of the wider team
Have a hunger to achieve an incredibly high standard of service
Quickly adapt to techniques and processes to adhere to accredited regulation
Engage, inspire and motivate others as part of a winning team
Succeed in a fast paced and changing environment

**To be brilliant you must have
- *

A passion for technology & providing great customer experience. Can't see your phone screensaver for apps? Like service that's simple and friendly? Us too?
A drive to put the customer first and being able to tailor your communication style.
The ability to communicate clearly with customers and colleagues. No jargon here.
The ability to join and become part of a tightknit team of people committed to delivering excellence.
Excellent communication and listening skills; ability to listen, understand and respond professionally
Experience of working in a fast paced, dynamic, and changing environment to a high level

We'd love you to have

Polite telephone manner
Excellent, on the spot, problem solving skills.
Ability to adapt, learn quickly, and focus on solutions.
Experience of supervising within a Regulated accredited fulfilment environment
Knowledge of Virgin Money's Risk Management Framework
A good knowledge of the different products that are offeredacross the Digital Experience Centre channel
Understanding of what makes a fantastic customer experience

We really need you to have the skills and experience listed in the 'To be Brilliant' section above, but the rest is just our wish list, so please don't let that put you off applying, we'd love to hear from you

Inclusion at Virgin Money
**Now the legal bit
**Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it) but we will need to you to confirm you have the Right to Work in the UK.

If we offer you a job and you accept, there are some checks we need to complete before you can start with us.

This will include a credit and criminal record check, as well as providing 3 years' worth of satisfactory references.