Customer Support Team Lead

At a Glance

- Tasks: Lead a dynamic customer support team, driving excellence and collaboration. - Company: Join [Employer hidden — view at passion-project.co.uk], a global leader in digital banking solutions. - Benefits: Enjoy a competitive salary, pension, and a fantastic benefits package. - Why this job: Make a real impact by enhancing customer service and team performance. - Qualifications: Experience in line management and excellent communication skills required. - Other info: Hybrid work model with great opportunities for personal and professional growth.

The predicted salary is between 34000 - 42000 £ per year.

[Employer hidden] works with more than 1,500 banks, building societies and specialized finance providers across more than 80 countries worldwide. We help them to develop, deliver and operationalise their digital transformation strategies. Using our suite of digital banking products and services enables these organisations to deliver remarkable financial services to their clients.

The Customer Support Team Leader is responsible for the day-to-day management and objectives of an individual squad (approx. 8 - 10 team members). You must be data centric, motivating and contribute, alongside other Team Leads to build a cross collaborative and skilled team with focus on customer service excellence, alignment to relevant KPI’s and learning and development. The Customer Support Team Lead will be responsible for improvements in skills, governance, quality and day to day alignment of team members to achieve objectives. The role will be working within UK business hours and applicants must be willing to work full time. Sheffield– hybrid, 2 office days per week. Salary: £40,000-£50,000 (DOE) per annum plus pension, & excellent benefits package. Job type: Permanent, full-time.

Key Responsibilities:

- Line Management Duties:

• Day to day line management to direct reports.
• Coach squad members when not achieving their aligned KPI’s.
• Maintain monthly 121 meetings aligned to objectives and track performance against them within each session.

- Working responsibilities:

• Statistical analysis of key KPI’s across teams.
• Statistical analysis of SLA achievement for all customers.
• Customer contact and relationship building.
• Weekly, monthly and quarterly reporting.
• Service Improvement plan. Build, act, manage and maintain.
• Point of escalation, internally and externally.
• Represent run team within relevant meetings and events.
• Track Project Stage Gates and progress and form part of the stakeholder group for approval of Go Live and support the provision of relevant handover and knowledge documents into Production support.
• On rota, act as ‘Call Manager’ assigning tickets fairly amongst the squads.

- Cross team collaboration responsibilities:

• Form a collaborative working environment within and between squads.
• Act as a point of escalation within the squad.
• Directly encourage and enable training, knowledge building and act as a mentor to members of each squad.
• Feed information into Knowledge team for building out future knowledge pool.
• Attend required meetings and provide relevant updates.
• Ensure pertinent information is shared appropriately with the squads and other internal teams.

Qualifications Skills/Experience:

• Line Management and/or mentoring skills.
• Ability to build and develop a cross skilled, engaged and performant team.
• Stakeholder management skills (internal teams within and outside of Run function, and business contacts).
• Excellent communication skills, written and verbal.
• Experience in managing conflict, escalations and disputes.
• Ability to prioritise goals and objectives in line with personal and individual KPI’s.
• Ability to produce various level statistical reporting and management overview data, whilst tracking relevant platform and system metrics.
• Customer service and continuous improvement skills.

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences. All of our positions are open to people with disabilities.

Customer Support Team Lead - Sheffield employer: SBS

[Employer hidden] is an exceptional employer, offering a dynamic work environment in Sheffield that promotes collaboration and professional growth. With a strong focus on customer service excellence, employees benefit from a comprehensive training programme, a competitive salary, and a generous benefits package, all while enjoying the flexibility of a hybrid working model. Join us to be part of a diverse team dedicated to driving digital transformation in the banking sector, where your contributions will make a meaningful impact.

Contact Detail:

SBS Recruiting Team

StudySmarter Expert Advice

We think this is how you could land Customer Support Team Lead - Sheffield

✨Tip Number 1

Network like a pro! Reach out to current employees at [Employer hidden] on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.

✨Tip Number 2

Prepare for the interview by practising common questions related to team management and customer service. We recommend role-playing with a friend or using mock interview tools to get comfortable with your responses.

✨Tip Number 3

Show off your data skills! Be ready to discuss how you've used data to improve team performance or customer satisfaction in the past. This will resonate well with the role's focus on KPIs and statistical analysis.

✨Tip Number 4

Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team.

We think you need these skills to ace Customer Support Team Lead - Sheffield

Line Management

Coaching Skills

Statistical Analysis

KPI Tracking

Customer Relationship Building

Service Improvement Planning

Cross Team Collaboration

Conflict Management

Stakeholder Management

Excellent Communication Skills

Prioritisation Skills

Customer Service Skills

Continuous Improvement Skills

Mentoring Skills

Some tips for your application

Tailor Your CV: Make sure your CV is tailored to the Customer Support Team Lead role. Highlight your line management experience and any relevant skills that align with the job description. We want to see how you can contribute to our team!

Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service excellence and how your previous experiences make you a great fit for this role. Let us know what excites you about working with us at [Employer hidden].

Showcase Your Data Skills: Since the role is data-centric, don’t forget to mention your experience with statistical analysis and KPI tracking. We love numbers, so share any relevant achievements that demonstrate your ability to improve team performance through data!

Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!

How to prepare for a job interview at SBS

✨Know Your Numbers

As a Customer Support Team Lead, you'll need to be data-centric. Brush up on key performance indicators (KPIs) relevant to customer support and be ready to discuss how you've used data to drive improvements in your previous roles.

✨Showcase Your Leadership Style

Prepare to talk about your line management experience. Think of specific examples where you've motivated a team or resolved conflicts. Highlight your mentoring skills and how you’ve built a collaborative environment.

✨Communicate Clearly

Excellent communication is crucial for this role. Practice articulating your thoughts clearly and concisely. You might even want to prepare a few scenarios where effective communication made a difference in your team's performance.

✨Emphasise Continuous Improvement

Be ready to discuss your approach to continuous improvement. Share examples of how you've implemented service improvement plans or training initiatives that enhanced team performance and customer satisfaction.

Customer Support Team Lead - Sheffield

[SBS](https://talents.studysmarter.co.uk/companies/sbs/)

Location: Sheffield

Apply now