Client Service member assisting customers with inquiries at Hellas Direct, an insurtech company. Responsible for answering calls, managing complaints, and providing accurate information.
EL
Hybrid Deputy Team Lead – Client Services
Posted 2 days ago
About the role
- Deputy Team Leader managing a team of up to 8 Analysts providing day-to-day services to ClearBank clients. Responsible for performance management and operational efficiency.
Responsibilities
- Be responsible supporting your Team Leader to manage the performance of a team of up to 8 Analysts who provide day-to-day services to ClearBank clients, including query handling and management of sterling and multicurrency payment exceptions.
- Support your Team Leader in the day-to-day team and work stream management and covering in their absence.
- Work with the Team and Team Lead in maintaining the high level of service that we provide to our clients and ensuring that key SLAs are met.
- Providing overall support and cover for your Team Leader to help manage the Team
- Working collaboratively with colleagues across Client Services and Operations to deliver team and company-wide key objectives
- Assisting with Client Service Review meetings and BAU meetings
- Identifying processes and systems which can be improved to drive operational efficiency and work closely with relevant teams to see these ideas through to delivery
- Ensuring controls are being operated within the team and ensuring QC/QA is being completed to support the development of Analysts through feedback
- Be a point of referral for the Analysts to help them grow in their roles
- Pro-actively manage workflows and raise escalations and concerns to include involvement with incident management
- Supporting the Team Leader to deliver change initiatives and projects
- Supporting with providing MI to support team performance and SLA adherence
Requirements
- Experience of UK Payments, FX and international/cross border payments with working knowledge of payments messages, formats, and required scheme validations across each UK scheme (Bacs, CHAPS, Faster Payments essential)
- A sound understanding of clearing and settlement processes for the major UK and EU payment schemes.
- Experience of working in an Operations environment
- A role model with a positive attitude to motivate the Analysts in the team
- Can demonstrate some people management skills
- A track record in handling complex and difficult situations with thought and confidence
- Strong organisational skills: taking a clear, structured approach to planning and delivering activities and appropriately prioritising with a clear structured thought process
- An ability to work to tight deadlines under pressure whilst maintaining a high level of quality and competency
- A customer centric mindset - looking to continually improve and do things differently to deliver an exceptional client service
- Supporting change and transformation at pace
Benefits
- We're flexible – We support a culture of flexibility which allows our employees to achieve a strong work-life balance.
- Offices – Work in a way that works for you – whether that’s in the London office, at home, or hybrid.
- Holiday – 27 days of annual leave per year, plus bank holidays.
- Work abroad – You have the flexibility to work outside of the UK for up to 30 days in a rolling 12-month period.
- Socials – Regular social events open to all.
- Holiday swap – Option to swap your bank holidays to any other day of your choice.
- Wellbeing – 24/7 employee assistance programme including mental health support, life assurance and income protection.
- Bigger than ClearBank – Take a couple of days per year to do something that matters to you.
- Healthy living – Private healthcare and discounted dental cover, with employee perks and discounts.
- Family – Enhanced family-friendly leave.
- Personal development – We offer personal development budgets, opportunities to take part in role-related training and unlimited LinkedIn Learning.
Job title
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