Join us as a Customer Support Team Leader
* This is an opportunity to play a significant part in helping us to deliver trust and advocacy to our customers
* We’ll look to you to promote and instil a strong customer focus while managing the customer experience and the performance of the team against agreed metrics and objectives
* You’ll be representing our behaviours and contributing to an efficient and friendly centre, where colleagues feel valued, involved and recognised
What you’ll do

As a Customer Support Team Leader, you’ll be making sure that colleagues understand products and services and promote these to fulfil customers’ needs.
In addition, you’ll be:
* Responsible for the team’s performance, and for making improvements in customer service, through regular huddles and reviews
* Using MI to recommend changes, supporting transformation initiatives that benefit the customer and wider business area
* Creating a culture that encourages continuous improvement through detailed feedback
* Reacting to feedback from colleagues and customers to improve the customer experience
* Taking ownership and following up on escalated customer queries, including data subject access requests
The skills you’ll need

We’re looking for someone with a strong customer focus and extensive people leadership experience.
You’ll also need strong communication skills, and experience of communicating, preparing and delivering presentations to senior audiences.
You’ll also need:
* Experience of customer service delivery techniques and a willingness to apply them
* Strong interpersonal and people management skills, with the ability to develop and coach others
* The ability to identify operational inefficiencies and provide practical solutions, and a basic understanding of continuous improvement skills
* Well-developed planning and organising skills