Customer Services Team Leader, Rooster Money - Manchester, United Kingdom - NatWest Group

NatWest Group

Verified Company

Manchester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Customer Services Team Leader, Rooster Money

This is an opportunity to develop your leadership skills and gain recognition for driving others to succeed
We'll need you to lead a team to deliver fantastic customer services, while building trusting relationships and growing our customer base
You'll be working in a collaborative environment where we'll take a real investment in your career progression
This is a remotefirst role and can be based anywhere in the UK, so you'll spend most of your time at home, working with your team digitally

What you'll do:

We want excellent customer service to be at the heart of everything we do.

You'll directly help us to achieve this by motivating, coaching and inspiring your team to develop their knowledge and focus on meeting the needs of their customers.

We'll look to you to provide ongoing observations and feedback sessions, striving to maintain the highest quality of service delivered by your team.

You'll also be:

Developing, implementing and maintaining a vision and business plan for your team
Managing the workflow of your team and creating a culture of effective credit stewardship
Taking daily ownership of our customer service strategy and workflow to make sure customers receive timely and accurate resolutions
Acting as the first point of contact for customer escalations to prevent formal complaints
Owning resource management, including rotas and absences

The skills you'll need:

To be successful in this role, you'll have excellent people leadership skills, with the ability to develop a team to deliver outstanding results.

You'll thrive in a fast-paced environment and have excellent planning and organisational skills. Additionally, you'll perform consistently well under pressure.

It'll also be ideal if you're working towards, or have already attained, a Chartered Banker certificate, although this isn't essential.

We'll also look to you to demonstrate:

Knowledge of credit systems and processes and an understanding of new account opening processes
Excellent communication skills and the ability to deescalate situations before they're escalated as complaints
The ability to identify and implement continuous improvements
An understanding of payment systems and processes and knowledge of how transactions work
Good problemsolving and investigation skills