Contact Centre Team Leader

Santander Consumer plc; Redhill; Hybrid; GBP 35,000 - 38,000; Full time

Job summary

A prominent financial services company is seeking a Contact Centre Team Leader for a 12-month fixed-term contract in Redhill. In this role, you will manage a team of 12-15 employees, ensuring excellent customer service and meeting SLAs. The ideal candidate will have prior management experience and a background in customer service. This hybrid position requires at least 3 days a week in the office, offering a competitive salary of £35,000 - £38,000 along with a range of benefits.

Benefits

27 days holiday plus bank holidays

Annual bonus based on performance

Flexible benefit allowance

Generous pension contributions

Employee assistance programme

Sharesave scheme

Gym passes at a reduced rate

Qualifications

• Previous management, coaching or supervisory experience is essential.
• Ability to resolve complex queries proactively.
• Strong planning and organisation skills to meet deadlines.

Responsibilities

• Manage the daily operations of a team of 12-15 employees.
• Ensure quality service levels and team performance.
• Conduct recruitment and develop team through coaching.

Skills

Management experience

Customer service experience

Microsoft Office skills

Interpersonal skills

Job description

SCUK Contact Centre Team Leader (12 Month FTC) page is loaded## SCUK Contact Centre Team Leader (12 Month FTC)locations: Redhilltime type: Full timeposted on: Posted Todayjob requisition id: Req1534522SCUK Contact Centre Team Leader (12 Month FTC)Country: United KingdomSantander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of car dealerships throughout the UK. SCUK are pleased to share we have an excellent opportunity for a **Contact Centre Team Leader** to join our team on a **12 Month Fixed Term Contract**.In this rewarding role you will be responsible for the daily management of a team of 12-15 employees, providing them with direction and guidance, and ensure they are set individual and team goals to ensure an excellent customer journey and that SLA’s are met. You will also ensure team members are continuously developing through coaching, mentoring and training, review performance evaluations through quality checks, resolve escalated customer issues and conduct recruitment.Please note this role is a hybrid role with **at least 3 days a week** in the Redhill office. Remote workers will not be considered.**Responsibilities will include:*** Service Levels Agreements – Proactive resolution to problems that may impact service levels, whilst ensuring the quality of service is not sacrificed to achieve. Managing resources with flexibility to adjust depending on the priorities* Compliance – A sound knowledge in line with corporate governance and regulators* Quality Assurance and Control – To ensure quality of work produced by team is at a high standard* Managing People – To recruit, lead, develop, coach and manage a team to ensure that the people are both skilled and motivated to deliver performance and collate monthly results and deliver to team members in a one to one meetings. To act as point of reference for team colleagues* Motivational – Ensuring people are both skilled and motivated to deliver high performance* Continuous Improvement – To involve the team in the development of ideas which improve business performance and establish best practices* Projects – To complete ad hoc tasks/projects as requested by Team Manager* Risk – Dealing with/escalating identified risks in relation to SCUK risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework**What we’re looking for someone who:*** Has previous management, coaching or supervisory experience* Substantial customer service experience* Has their own initiative to resolve complex queries* Strong Microsoft Office skills (i.e. Word, Excel & Outlook)* Has a positive, enthusiastic outlook and is receptive to change* Has excellent planning and organisation skills, thus the ability to work to tight deadlines* Possesses strong interpersonal skills* Has previous Contact Centre experience (desirable – not essential)**We have a range of benefits available which include:*** Competitive salary of £35,000 - £38,000 (dependent on skills & experience)* 27 days holiday per annum, plus bank holidays* Annual bonus based on personal and company performance* £500 flexible benefit allowance* Generous pension contributions* Employee assistance programme* Sharesave scheme* Gym passes at a reduced rate for 3,000 gyms, leisure centres etc**Training:**You will be required to work full time in the office for the first 3 months, after that time hybrid working will be available (as per your line managers discretion)**Other things you need to know:**The working hours for the role are 35 hours per week across the below shift pattern:* Week 1 – 08:00-15:00 & Saturday 09:00-14:00* Week 2 – 09:00-17:00* Week 3 – 10:00-18:00* Week 4 – 08:00-16:00* Week 5 – 09:00-17:00* Week 6 – 10:00-18:00You will also be required to work 1 bank holiday a year.**Inclusion**At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.At Santander Consumer Finance we have a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind.Should you want to be considered for part time hours, please let us know and we can assess your requirements.**What are the next steps:**If you are interested in this role and believe you have the skills, experience, and knowledge then we’d love to hear from you. Please go ahead and click apply which will take you through some questions and allow you to submit your CV and covering letter.[](blob:https://santander.wd3.myworkdayjobs.com/0c46d8b2-34bd-4352-90b0-94a17b51bf08)0:00 / 1:01