Telephony Team Leader

This is an exciting opportunity to work for a customer focussed, mortgage and savings provider, in a new role to the business, currently looking after a team of between 5 - 7 individuals.

The Telephony Team Leader will be responsible for the daily management and oversight of the Customer Service Assistants and activities associated with providing a high quality, customer centric service to mortgage and savings members, in line with the organisations values and customer promise.

This team focus more on the telephony and online general queries for new customers. They are transitioning more to a Live Chat function and this will also be incorporated into this team.

Duties of the Telephony Team Leader will include:

• Accountable for leading a team providing service and support to mortgage and savings members, to ensure good customer outcomes are being achieved.
• Responsible for allocation and distribution of workload fairly and appropriately within the Customer Service Assistants, to ensure activities are prioritised and progressed efficiently and effectively.
• Responsible for overseeing and ensuring all processes and procedures are adhered to, focusing on excellent service, accuracy, efficiency, and compliance with regulatory requirements.
• Responsible for the Quality Control and Quality Assurance of customer service functions including telephone calls, system input and correspondence, ensuring the highest standards of service are always maintained.
• Managing the performance and development of direct reports through effective regular 1:1s, providing constructive and objective feedback to ensure they develop the knowledge, skills and experience to operate effectively.

The successful individual will possess:

• Proven experience in a contact centre environment, ideally within a regulated environment.
• Previous leadership experience

Due to the nature of the role, this individual will be predominately office based.