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Deputy Team Leader, Arrears Support Unit (9 months)

The Business

Join us in Edinburgh as a Deputy Team Leader in our Arrears Support Unit

  • If you're experienced in delivering excellent customer service, and you're looking to further develop your leadership skills, this is an opportunity to join our Arrears Support Unit as a Deputy Team Leader
  • Driving and supporting a vibrant and high performing team culture, you'll be gaining great leadership experience, with the opportunity to shape your role as you develop the talents of others
  • We're offering the role for a period of nine months

What you'll do

As Deputy Team Leader you'll be supporting the Team Leader, and providing guidance and support to the team by supervising activities within collections and recoveries. You'll help to shape a collaborative environment which enables a great level of team performance and customer service, while ensuring our people feel valued and involved. You'll also fulfil the Team Leader's duties in their absence.

You'll be responsible for:

  • The day to day smooth running of the team, maximising cash collections performance while delivering coaching and feedback to improve team workflow
  • Ensuring the right priorities are set and internal service standards are met
  • Assisting with team performance and training and development needs so that team knowledge and understanding of processes are always up to date
  • Building influential relationships with key stakeholders within our team and other support functions to contribute to a collaborative working environment
  • Dealing proactively with the management of any risk

The skills you'll need

To succeed in this position you'll need experience in a customer service role, with a strong customer focus. Experience working in a banking environment would also be an advantage. You'll need to have a strong customer service ethos and a commitment to delivering positive business change, so we can continue to provide an excellent and responsive level of service.

You'll also have:

  • Strong communication skills with the ability to clearly and effectively instill confidence and bring the best out of others
  • The ability to make sound decisions under pressure
  • Great organisation and planning skills, with a sharp understanding of operational risk and controls
  • Highly developed interpersonal skills to lead and develop your team

While previous people management experience would be desirable, it isn't essential.

How we'll reward you

In return, we offer a competitive salary and you'll also join our retirement savings plan. You can also choose from a selection of protection, healthcare or lifestyle extras from RBSelect, our fully flexible reward programme.

Visit our reward and benefits page for more information on the benefit packages we offer.


At RBS, we want everyone to feel welcome, regardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you. As part of this commitment, we offer flexible working options for some of our roles - find out more.

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you’ll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.