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Customer Service SupervisorTeleperformance • Glasgow, Scotland, United Kingdom
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Customer Service Supervisor

Teleperformance
  • GB
    Glasgow, Scotland, United Kingdom
  • GB
    Glasgow, Scotland, United Kingdom
Apply Now

About

Customer Service Supervisor

We are looking for an individual who will deliver a positive, productive and engaging team culture with the ability to lead, inspire, motivate, coach and support people to deliver exceptional service when delivering outcomes for our customers.

Location : Work at home - UK only, we cannot accept applications from abroad

Salary : £33,000

Hours : full-time, flexibility required 

Job Summary / Overview

Main responsibilities of the role include:

  • Leading a team of Complaints Handlers who are responsible for thorough investigations, management and resolution of end to end customer complaints.

  • You will be responsible for delivering performance and driving quality assurance in line with company and the Financial Conduct Authority processes and standards.

  • Your role will also focus on feedback and insight on complaints root cause, recommending solutions to help reduce complaints volumes to all stakeholders.

  • To ensure your team provide best in class customer service through excellent communication skills, both verbally and in writing.

Key Responsibilities and Accountabilities  

  • Ensure your team deliver an excellent customer experience for all customers with cause for complaint, ensuring standards and timelines conform to company and FCA standards

  • Continually review and measure productivity and quality assurance against required standards, taking any necessary action to improve performance and capability

  • Liaise with senior leaders within the company and client, providing regular reporting and analysis relating to the activity within your team

  • Be point of escalation for all escalated complaints

  • Communicate accurately and professionally with the ability to make informed decisions

  • Ensure any material operational and conduct risks are identified, raised and managed in accordance with process and standards

  • Identify root cause and have the ability to report and recommend any actions for continuous improvement

  • Maintain effective control of all aspects of people processes including: absence management, 121’s, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks

Main Job Requirements

  • Minimum 1 years’ experience of complaint handling within a Financial Services organisation, and minimum 1 year in management role

  • Can demonstrate the ability to construct clear and concise written communications, using correct selling and grammar, specific to formal complaints

  • Is able to demonstrate experience in complex, regulated customer service environment

  • Can confidently manage assigned workloads at a team level

  • Able to prioritise workloads to meet targets and timelines

Required Skills

  • Previous management experience within a Financial Services organization, with extensive knowledge of formal complaint handling

  • Passionate about people engagement and delivering excellent customer service

  • Attention to detail

  • Is able to demonstrate excellent communication skills both verbally and in writing

  • Comprehensive technical/computer skills

  • Identifying RCA complaints types and actioning possible solutions to reduce said complaints

Competencies and Specific Skills

  • People focused

  • Excellent communication and influencing skills

  • Advanced relationship building and stakeholder management skills

  • Advanced levels of resilience and focus

  • Self-motivated and can motivate others, with can-do attitude


  • Glasgow, Scotland, United Kingdom

Languages

  • English
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