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Customer Service Team Leader (Telephony and online)

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Salary Description
Contract Type

Are you an experienced Telephony Team Leader who is passionate about supporting your people and delivering an excellent member experience? …..
At the Hinckley & Rugby Building Society we are ambitious, we are in an exciting period of growth to ensure we are offering our members a best in market experience with every interaction.  We believe our success is all thanks to the people we employ. We have a strong culture of teamwork, mutual respect and support for all colleagues. 
We are looking for an ambitious Team Leader to join our Operations team.

Our Operations team are responsible for delivering an outstanding customer service to our members and ensuring their member experience with us is memorable. We place our members at the heart of all that we do, and we are passionate about ensuring our services take our members on a fulfilling and exciting journey.

The Customer Service Team Leader will be responsible for the daily management and oversight of the Customer Service Assistants and activities associated with providing a high quality, customer centric service to existing mortgage and savings members, in line with our values and customer promise. 
This includes support and guidance to ensure the team maintain competency, deliver good customer outcomes, comply with internal procedures and regulatory requirements, and achieve quality standards and service levels.
What does the job look like?

  • Accountable for leading a team providing service and support to mortgage and savings members, to ensure good customer outcomes are being achieved.
  • Responsible for allocation and distribution of workload fairly and appropriately within the Customer Service Assistants, to ensure activities are prioritised and progressed efficiently and effectively.
  • Responsible for monitoring individual and team KPIs and SLAs, to ensure right first time, consistent delivery of customer service team objectives.
  • Responsible for the Quality Control and Quality Assurance of customer service functions including telephone calls, system input and correspondence, ensuring the highest standards of service are always maintained.
  • Ensure the training and competence framework is adhered to and any areas of non-compliance are addressed and managed through regular reviews.
  • Champion a customer-centric approach, ensuring a positive customer experience for all members throughout all aspects of the customer journey.
  • Investigating and resolving customer service complaints, including timely resolution and root cause analysis undertaken.
  • Continuously identify opportunities to streamline processes which will improve member outcomes, service, efficiency, and quality standards.

For this role, it is essential that you are able to demonstrate experience of leading a telephony team and experience of working within a regulated environment. 

Please visit our website to view the job description for this position. 

What can the Hinckley & Rugby Building Society Offer you?

  • Minimum of 25 days holiday plus statutory bank holidays.
  • Holiday purchase scheme, up to 3 days annually
  • Birthday Holiday
  • Healthcare Cash Plan with Medicash
  • Benenden Private Health insurance
  • Contributory pension scheme
  • Workplace Savings Scheme
  • Life cover of four times your annual salary
  • Reward, recognition and incentives
  • Full training and the chance to gain industry recognised qualifications.
  • Supportive and friendly culture with an open-door policy
  • Join an organisation that promotes from within
  • Great location within Hinckley, walking distance to Hinckley town centre
  • Newly renovated offices
  • Enhanced family leave
  • Three days paid leave for volunteering.

If you would like to find out anything else about the role or life at the Hinckley & Rugby Building Society, please contact
If this role and the Hinckley & Rugby Building Society could be your next step, we want to hear from you. 

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