Support Team Supervisor - London, United Kingdom - Moneybox

Moneybox

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Support Team Supervisors provide the structure and support to keep the day to day operations of our Support team running smoothly and helping us to provide exceptional service fulfilling our brand promise.

They provide line management and professional guidance to a small group of Executives in their team, alongside ownership of workflow management and escalation across the whole team at specified times.

As a Supervisor, you will act as a coach and manager to the Support Team Executives in your team.

You'll do this informally day to day, as well as weekly 1-1s and by conducting performance reviews focusing on improving their skills, overall performance and productivity, and long term career goals.

You will be 'on duty' at different periods across the week with the support of other Supervisors.

Here you'll be responsible for the management of the workload for the day, any escalations, and anything else that may come up on that day.

You will work closely with other Supervisors across Customer Operations and more widely in order to ensure that resources are fairly distributed for the best customer outcome that day.

Additionally, the Supervisor role will require you to be in the loop with all company changes, roadmaps and the delivery of targets and goals in the relevant mission teams.

Further to this, you will work closely with the Support Team Lead, Managers and other supervisors to provide structure and guidance to develop and maintain a high-performing team.

What you'll do:

Reporting to the Support Team Senior Manager and working closely with Managers and other Supervisors with supporting the team daily, this role will be responsible for, but not limited to, the following:

Team management:

Holding weekly 11's with team members to discuss their progression and development, utilising performance metrics and data alongside more conversational and informal feedback
Monitor customer interactions with team members via Intercom and phone calls in order to generate reports for the Compliance team and feed back to the team on any issues
Run coaching sessions with your team on best practices and customer service.

Duty management:

Conduct daily morning huddles
Focus on queue management and delegate tasks across the team appropriately as Duty Coordinator
Monitor trends within the queues and ensure issues are escalated correctly
Identify and address any lateness, productivity or absence issues in a timely manner
Maintain motivation and professionalism throughout the day and being a strong role model for the team
Act as the initial point of escalation for complaints, bugs and difficult queries
Continue to interact with current and potential customers to ensure knowledge is kept high and a great standard is set to the team
Provide updates to the Senior Managers on how the shift is progressing throughout the day

Expert knowledge:

Understand where any niche issues and complaints should be escalated to and own the issue
Identify issues from common customer queries and notice when things don't look right and make plans for improvements.
Provide assistance across all areas of Support when needed (training, content, intercom, calls etc.)

Improvements & Wider Business:

Proactively look for ways to improve current processes and help to create or improve best practice guides
Work to continue to promote our brand promise of helping our customers, by suggesting initiatives that would benefit their Moneybox experience
You'll work closely with a Moneybox 'Mission' ensuring you feed into that team how their work may affect the Support Team, and also feeding back to the team any upcoming changes that may impact them.

Who you are:

You're a natural people person, eager to lead a team and support them in reaching their full potential
You're proactive and a 'doer', keen to get involved and be a part of the team
You work to encourage and promote diversity within the team and provide an open and transparent environment
You're an enthusiastic, positive and proactive leader and you come at every challenge with an openmind
You're a sharp organiser with the ability to see the big picture while managing the day to day workflow who can balance this while looking out for the best interests of the customer and team
You're communicative and able to argue for your ideas appropriately and professionally
You value constructive feedback and is able to see it as a chance for improvement to better your skills
You're a confident and friendly individual who has experience as a leader, able to clearly explain to customers what is needed of them, whilst providing a great Moneybox service
You're a mature, ambitious individual who's looking to build their career at an exciting very fastgrowing company

What's in it for you?: