Customer Experience Associate processing financial transactions and advising customers at TD Canada Trust. Striving for customer satisfaction and promoting banking solutions effectively.
About the role
- Manage a team of Customer Service Representatives at interactive investor. Driving quality service and team performance in a regulated contact centre environment.
Responsibilities
- Directly responsible for the performance of a team of Customer Services Representatives in delivering against daily contact and AHT targets
- Help deliver a multi-channel service, supporting inbound, outbound, email and secure messaging alongside social interactions.
- Responsible for driving an efficient consistent and high quality service to our customers at every interaction.
- Build an empowered, motivated and passionate team, rewarding customer focused behaviours, managing performance and driving a culture of ownership and continuous improvement.
- Own the customer experience - celebrating success and creating advocacy through effective resolution of customer dissatisfaction, First Point Resolution and fixing root cause.
- Build relationships and collaborate with key business areas to ensure that customer and employee experiences are maximised.
- Ensure that roles in the team are performed by individuals with the appropriate knowledge, skills and attitudes and that competence is maintained and assessed
- Treat customers fairly at all times
- Evaluate customer interactions (remotely and side by side) and provide timely feedback and coaching, in line with QM requirements.
- Monitor and control wall boards stats and ability to flex priorities depending on customer drivers
- Maximise team efficiency through effective resource (including attendance) and skills management to build a multi-skilled function.
- Responsible for the management of team resource and occasional department planning and future forecasting, ensuring that at a team and departmental level, resource levels reflect business need and volume requirements.
- Maintain the first line of compliance defence by ensuring adherence to business processes and procedures that are designed to meet regulatory standards and policies set out by the firm.
- Make informed risk decisions and effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Appetite Framework
- Maintain first line of defence in relation to identifying, mitigating and managing operational risks in line with policies set out by the firm, including appropriate escalation and risk event reporting.
- Maintain first line of defence by operating risk controls appropriate to those defined by the firm’s mandates, policies and procedures.
- Use the training and competence scheme to maintain the appropriate knowledge, skills and expertise to carry out the role competently.
Requirements
- Proven experience of managing a team in demanding contact centre environment
- Familiar with managing in a regulated environment.
- Ability to manage a team against set KPIs
- Proven ability to manage a team’s performance including SLA’s, productivity and errors
- Sufficient technical understanding of online stockbroking to carry out quality monitoring and coaching for the Customer Services Representatives
- Must have knowledge of telephony reporting systems and CMS Avaya would be a considerable advantage
- Must be able to carry out some excel basic functions to produce some MI reports
- Must be able to flex priorities quickly to ensure all customer channels are kept within SLA
- Must be able to manipulate reports and understand the data and actions required from the information provided
- Must be a team player who is capable to lead and inspire team members
- Must have experience of coaching and developing staff and be able to make sound decisions
- Must have the ability to build relations with your team, the wider management team and other stakeholders
- Understand the principles of Treating Customers Fairly
- Understand the principles of Training and Competence
- Understand Anti Money Laundering/KYC Regulations.
- Understand the regulatory framework and the requirements for monitoring and supervision
- Understand risk and ensures robust controls and processes are adopted and make recommendations for improvement
Benefits
- Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
- Life Assurance and Group Income Protection
- Private Medical Insurance – Provided by Bupa
- 25 Days Annual Leave, plus bank holidays
- Staff Discounts on our investment products
- Personal & Well-being Fund – Supporting your physical and mental wellness
- Retail Discounts – Savings at a wide range of high street and online retailers
- Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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