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    Customer Service Lead/manager - Leeds, United Kingdom - Interactive Investor Plc

    Interactive Investor Plc
    Interactive Investor Plc Leeds, United Kingdom

    1 week ago

    Default job background
    Description
    interactive investor is an award-winning investment platform that puts its customers in control of their financial future.
    We've been helping investors for over 25 years.

    We're now the UK's number one flat-fee investment platform, with assets under administration approaching £55 billion and over 400,000 customers.

    For a simple, flat monthly fee we provide a secure home for your pensions, ISAs, and investments.

    We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.

    To effectively manage a team of Customer Service Representatives. Responsible for providing inspirational leadership through coaching, reward, recognition, regular communication, feedback, development and performance management. Accountable for managing and achieving key KPI's, quality excellence and risk management for the team and department
    Customer Service & Leadership


    • Directly responsible for the performance of a team of Customer Services Representatives in delivering against daily contact and AHT targets
    • Help deliver a multi-channel service, supporting inbound, outbound, email and secure messaging alongside social interactions.
    • Responsible for driving an efficient consistent and high quality service to our customers at every interaction.
    • Build an empowered, motivated and passionate team, rewarding customer focused behaviours, managing performance and driving a culture of ownership and continuous improvement.
    • Own the customer experience - celebrating success and creating advocacy through effective resolution of customer dissatisfaction, First Point Resolution and fixing root cause.
    • Build relationships and collaborate with key business areas to ensure that customer and employee experiences are maximised.
    • Treat customers fairly at all times Control (Risks, Financials, Processes)
    • Evaluate customer interactions (remotely and side by side) and provide timely feedback and coaching, in line with QM requirements.
    • Maximise team efficiency through effective resource (including attendance) and skills management to build a multi-skilled function.
    • Responsible for the management of team resource and occasional department planning and future forecasting, ensuring that at a team and departmental level, resource levels reflect business need and volume requirements.
    • Maintain the first line of compliance defence by ensuring adherence to business processes and procedures that are designed to meet regulatory standards and policies set out by the firm.
    • Make informed risk decisions and effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Appetite Framework
    • Maintain first line of defence in relation to identifying, mitigating and managing operational risks in line with policies set out by the firm, including appropriate escalation and risk event reporting.
    • Maintain first line of defence by operating risk controls appropriate to those defined by the firm's mandates, policies and procedures.
    • Use the training and competence scheme to maintain the appropriate knowledge, skills and expertise to carry out the role competently. As a member of the Customer Services Management team, lead and drive short and long term strategic plans through change and improvement initiatives to deliver sustained operational improvement and excellence
    • Identify obstacles to the delivery of legendary customer experience and to implement changes which improve our service.
    • Lead/support project work as required.
    Proven experience of managing a team in demanding contact centre environment

    • Familiar with managing in a regulated environment.
    • Proven ability to manage a team's performance including SLA's, productivity and errors
    • Sufficient technical understanding of online stockbroking to carry out quality monitoring and coaching for the Customer Services Representatives
    • Must have knowledge of telephony reporting systems and CMS Avaya would be a considerable advantage
    • Must be able to carry out some excel basic functions to produce some MI reports
    • Must be able to manipulate reports and understand the data and actions required from the information provided
    • Must be a team player who is capable to lead and inspire team members
    • Must have experience of coaching and developing staff and be able to make sound decisions
    • Must have the ability to build relations with your team, the wider management team and other stakeholders
    • Understand the principles of Treating Customers Fairly
    • Understand the principles of Training and Competence
    • Understand Anti Money Laundering/KYC Regulations.
    • Understand the regulatory framework and the requirements for monitoring and supervision
    • Understand risk and ensures robust controls and processes are adopted and make recommendations for improvement Desirable
    • Knowledge of ISA or SIPP products would be a considerable advantage
    • Knowledge of the FCA complaint handling process would be an advantage
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