Entry - Level ABA Therapist providing one - on - one support for children with Autism in their homes. Offering flexible hours and training for a rewarding career in Applied Behavior Analysis.
About the role
- Manage a team of Customer Service Representatives for interactive investor, leading customer service excellence and team performance.
Responsibilities
- Lead and manage a team of Customer Service Representatives to meet performance and efficiency targets.
- Ensure delivery of a high-quality, omni-channel customer service (inbound, outbound, email, social media).
- Drive customer satisfaction by resolving issues, focusing on First Point Resolution, and addressing root causes.
- Build a motivated, high-performing team, fostering a culture of ownership, improvement, and customer-focused behaviour.
- Collaborate with key business areas to enhance customer and employee experiences.
- Monitor team performance, provide coaching, and manage resources for optimal efficiency and service delivery.
- Maintain risk management controls and ensure adherence to compliance policies and procedures.
- Effective handling of critical incidents, such as system outages, escalated customer complaints, or high call volumes, while maintaining service quality.
- Lead strategic initiatives and drive continuous improvement in customer service operations.
Requirements
- Essential:
- Proven team management experience in a demanding contact centre, preferably in a regulated environment.
- Strong KPI management, including performance, SLA, productivity, and error monitoring.
- Technical understanding of online stockbroking for quality monitoring and coaching.
- Familiarity with customer relationship management (CRM) software (preferably Salesforce).
- Strong data analysis and reporting skills to drive actionable insights.
- Ability to quickly adjust priorities to meet SLAs across all customer channels.
- Effective team leadership, coaching, development, and decision-making skills.
- Strong relationship-building with team, management, and stakeholders.
- Knowledge of the Consumer Duty principles, Treating Customers Fairly (TCF) and Anti Money Laundering/KYC regulations.
- Ability to develop and implementing strategies to minimise potential risks, such as improving processes or addressing common customer complaints proactively.
- Desirable:
- Knowledge of ISA and SIPP products.
- Familiarity with FCA complaint handling processes.
- **Personal Attributes:**
- **STRAIGHT TALKING | MOVING WITH SPEED | OWNING THE OUTCOME**
- Clear communicator
- Strong team player
- Demonstrated passion and drive for delivering the best outcome
- Moving with speed – delivering faster and better
- Decisive and takes ownership of outcomes
- Not afraid to challenge and be open to challenges
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
Customer Service Director leading North America operations for the Pneumatics Platform. Overseeing team cooperation and enhancing customer service strategies across multiple sites.
Client Support Specialist providing direct support to healthcare clients in the financial experience. Leading operational changes, project planning, and ensuring clear communication with stakeholders.
Junior Customer Service Representative at ZURU, an international toy company providing customer support and managing order processes.
Sales Support Specialist at AirLife facilitating the sales process and supporting product managers. Engaging with various stakeholders while developing product knowledge.
Customer Service Representative responsibilities include managing inquiries via phone, email, and chat in a fun - forward culture. Requires experience in customer service, particularly in call center environments.
Customer Service Representative coordinating client requests and proposals for Vomela Companies. Responsible for documentation, order processing, and customer interactions across various business units.
Customer Care Representative handling day - to - day customer queries and administrative activities for Pinnacle Propane in Oklahoma City. Requires effective communication and proficiency in Microsoft Office.
Customer Service Representative handling client orders, ensuring product availability, and providing administrative support in Montréal, Canada. Requires bilingualism in French and English.
Customer Service Representative managing inquiries related to digital solutions at ALEX & GROSS. Collaborating with teams to enhance customer satisfaction with SAP, IBM, and Telekom.