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Contact Centre Unit Lead Sales

The Requirements

Join us in Belfast as a Unit Leader

  • Take full responsibility for ensuring the very best level of performance is achieved by leading, motivating and developing the centre’s colleagues to meet business objectives and to fulfil and exceed customers’ needs
  • Effectively manage change within the centre to ensure change objectives and achievement of operational and strategic plans while meeting the BAU objectives
  • You'll be playing a key part in helping us to deliver customer advocacy and trust and taking responsibility for translating this vision into meaningful direction

What you'll do

As a Unit Leader, you'll be driving the delivery of an outstanding customer experience, proactively improving service and sales figures through the performance management of team leaders. You'll be developing and maintaining excellent working relationships with internal and external customers and suppliers, and minimising operational risk through the management of control systems and resource planning.

You'll also be:

  • Translating and implementing high level strategic plans into a series of practical goals, objectives and priorities that ensure the achievement of the overall business objectives
  • Supporting the minimum standards in the Extraordinary Operating Rhythm
  • Taking ownership of the centre’s sales, service and revenue targets and via consistent improvements ensuring that objectives are achieved
  • Making sure control guidelines are adhered to across the centre

The skills you'll need

You'll need extensive people leadership experience, a comprehensive understanding of the bank’s strategic aims, and full knowledge and understanding of the bank’s processes, procedures and regulatory requirements. You'll also need experience in customer service delivery techniques, lean methodologies and a good understanding of the requirements of the bank’s customers.

You'll also need:

  • Experience of working with and leading change and managing complex projects
  • Experience of communicating, preparing and delivering presentations to senior audiences
  • Strong communication, inter-personal and people management skills with the ability to develop and coach others
  • Excellence in leading people to deliver outstanding results and ability to take accountability for actions
  • Well developed planning and organising skills, and the ability to identify operational inefficiencies and provide practical solutions

How we'll reward you

You’ll start on a competitive salary from £37,800 - £56,700 depending on experience, and you’ll also join our retirement saving 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.