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Team Leader, Customer Contact

Join us as a Team Leader

  • We’re looking for someone to motivate a customer centric team towards high levels of success, making sure that they feel valued, involved and recognised in their roles
  • Working in a customer contact environment, you’ll be playing a significant part in making sure that your team keep the customer at the heart of everything they do
  • This is an excellent opportunity to be recognised for your people leadership skills and develop and enhance your network across the bank
  • There will also be opportunities to work across different business areas in this role

What you'll do

As a Team Leader, you’ll be creating and driving a customer focused culture, maintaining high levels of product and service knowledge across your team to fulfil our customers’ needs. By analysing and using MI, you’ll be recommending changes and transformation initiatives that benefit our customers and your business area. You’ll also utilise feedback from colleagues and customers to maintain the continuous improvement of our customer experience.

Your responsibilities will include:

  • Overseeing the performance of the team against agreed objectives, taking steps to manage and drive performance
  • Managing risk to make sure that key regulatory, operational, credit and control processes are adhered to
  • Providing your team with transformational coaching and feedback to maintain high levels of service, deliver good customer outcomes and unlock individual potential
  • Liaising with senior management to report on your team’s performance and help drive strategy initiatives across the bank

The skills you'll need

To succeed in this role, you’ll need extensive experience in people leadership, with the ability to embed a customer centric focus across a team. Strong communication and interpersonal skills are vital, alongside the ability to develop and coach others to deliver outstanding levels of customer service. You’ll also have the ability to deliver and maintain an understanding of the wider aims of the bank.

Additionally, we’ll expect you to have:

  • A background in customer service delivery techniques and the ability to apply them
  • Experience of communicating, preparing and delivering presentations to senior audiences
  • The ability to identify operational inefficiencies and provide practical solutions for them
  • Well developed planning and organisational skills
  • A commitment to self-development and maintaining a focus on leadership practices

If you need any adjustments to support your application, such as information in alternative formats or special requirements to access our buildings, or if you’re eligible under the Disability Confident Scheme please contact us and we’ll do everything we can to help.