Customer Service Team Managers
Division/ Department
Client Services
About the job
We are looking for ambitious people managers, motivated by the challenge of delivering world class customer service, capable of managing and leading effectively in a dynamic and fast paced environment.
Your team will typically consist of 12-15 members of staff and you will be responsible for the management, development and motivation of your team, while ensuring delivery of an excellent customer service experience.
What you will be doing
- Act as a team leader and at the same time work as a member of local management team
- Deliver team results against bench marked targets
- Coach, mentor and motivate staff to establish a great team of people who are focussed on delivering excellent customer service
- Encourage a development based environment
- Give regular and constructive feedback to your team members and ensure their contribution to the company is recognized
- Build and maintain a high performance based culture within the team
- Communicating and promoting change within the team
- Help promote and embed key organisation values within the team
What skills you will need
- People management skills – able to listen, coach, lead and advise your team members, helping them with identifying training and development needs and provide the support they need for their success at work.
- The ability to ensure your team consistently deliver business results and a world class customer service experience.
- Embrace and champion change - able to adapt quickly to changing environment, understand changes and champion them within your team, support your team members going through change.
- Ability to work effectively as a member of the management team – supporting other managers and departments with pro-activity and enthusiasm.
- Organisational skills – prioritising, keeping in mind the bigger picture of the tasks and objectives.
What experience you will need
- Proven track record in effective coaching and the motivational leadership of staff.
- Proven management skills and the ability to demonstrate the creation and implementation of plans to ensure consistent delivery of results.
- Proven management experience in a customer focused environment is essential.
- Previous experience in the financial services industry would be an advantage.
- Understanding of the regulatory/statutory environment would be an advantage.
- Proven record of achievement against targets.
- The successful candidate(s) will be T & C competent or willing to work towards this within 18 months.
Living the Values
- Wear our customers' shoes
Striving to understand, and always putting first, our customers' needs. Treating our customers, both internal and external, with respect. - Move us forward
Always looking for how things could be done better and making sure improvements happen and problems are solved. - Understand our business
Making decisions in the context of the bigger picture and especially the business's key priorities. - Pick up the baton
Taking ownership for things that need to happen and for delivering results. - Talk Straight
Having the courage to tell it like it is, and in a clear and constructive manner. - Help others to succeed
Putting the whole business's needs first and being a team player: building team work to ensure joined up working.
How to apply
Please send your CV with covering letter to opportunities@scottishwidows.co.uk, or complete our online application form.
Closing Date
2 June 2008.
Salary
£22,000 to £28,000 (dependant on relevant experience) plus a highly competitive benefits package.
Data Protection Act 1998
The personal information which you provide in application for this position will be used by Scottish Widows for the internal recruitment process. The information submitted will be held securely with access limited to those who need it.
