Team Manager Customer Relationship Night job in Leicester City at Monster Job Warehouse

Team Manager - Customer Relationship (Night)

Company: Monster (Job Warehouse)

Location: Leicester UK

Date Posted:Jan 29, 2014

Santander SelectThis is our new differentiated service for our affluent customers. We are expanding our service for additional Select customers, allowing them to benefit from 24/7 access to a dedicated remote team that will manage the customer through telephone and email.The Select Team Manager will manage a team of Select Consultants who will support with customer queries and product servicing between 10pm and 8am.Our Select Customers:Select Customers are an important segment within Santander's customer base and will be those that combine certain criteria related to their engagement level with the Bank, CTO, Savings, Investments and property value.The RoleThe role of the Select Team Manager will involve responsibility for management of our Select Consultants who work the night shift and also include the following activities:Managing inbound demand from our Select customers between 10pm and 8am, Monday-Sunday.Leading your team in the delivery of exceptional standards of customer service and satisfaction.Delivery of key strategic targets through the deepening of existing customer relationships.Effective management of customer complaints through problem solving and resolution including the ability to challenge and change existing processes and ensure continuous improvement to the Select customer proposition.Responsibility for the ongoing training and development of your Select Consultants, through regular monitoring, coaching and feedback.Management of day to day risk activity ensuring all risks are mitigated and all quality measures are adhered to without impact on the level of customer service provided.To be successful as a candidate, it is imperative that youhave experience of managing others in a similar role from before. You will also have strong communication, influencing skills and be able to demonstrate a leadership style which will motivate and develop your team members.Your skills and qualifications will also include:A strong track record of delivery in either sales or service along with an outstanding Risk performance.Clear understanding of the Select segment customer demographic and how their wants and needs may differ from other segmentsWorking knowledge of relevant processes, procedures, products and systemsGood understanding of relevant policy/regulatory/legislative issuesDemonstrates ability to build commitment to change Understanding and application of process management in a business related operational environmentGood PC skills - across various applicationsExcellent planning and organising skillsDemonstrate an ability to effectively use, track and analyse MI in order to drive team performance.The RewardOne of the most competitive basic salaries around is just the start. We also pay a Night Shift Premium of £28.50 for each evening shift which is over 4.5 hours.Once your training is complete you'll be eligible for our generous annual performance bonus scheme.Full details of the nightshift allowance will be shared with you at your interviewHours of workThe role is working permanent night shifts between the hours of 10pm and 8am, 7 days a week. Candidates must be able to commit to this working pattern on a long term basis. Working patterns are likely to be on a standard rotation of 4 nights working followed by 4 nights off, however more detail regarding this will be confirmed during the interview View full job description
JobCentre Plus 5 years ago
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Team Manager Customer Relationship Night jobs in Leicester City

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