• Administers company HR policies/procedures
• Manages people who handle inbound and outbound phone calls from/to customers, agents and others
• Writes job objectives, performance reviews, and salary recommendations for people in the unit
• Performs routine individual discussions to gain a better understanding of job performance and opportunities to improve
• Has a deep understanding of Customer Service concepts, practices and procedures
• Proactively identifies improvements that would enable better customer service, efficiency in workflow/output and enhanced work environment
• Maintains current and accurate procedures manual for the department
• Using deep industry and company knowledge, evaluates the most complex of issues encountered by the unit and others, composes effective responses and documents steps followed and uses that as a training aid for others
• Uses extensive background to solve complex, critical problems
• Respond to and resolve escalated issues
• Reports activity and outcomes to the manager

Skills: HR Policy Administration, Team Management, Performance Evaluation, Performance Improvement Discussions, Customer Service Expertise, Process Improvement Identification, Documentation Management, Complex Problem Solving

• Manage the Customer Support Team
• Training of the Customer Support team
• Provide reports to management on a weekly basis
• Develop plans to exceed service level expectations
• Responsible for achieving service quality 
• Create/Update customer guidelines and procedures
• Ensure that players are provided with an outstanding level of service
• Communicate with relevant departments to provide timely escalation process and following up with pending issues
• Handle daily management of all incoming requests via emails, phone, and Live Chat
• Assist the relevant departments, including Fraud Officer and the Money Laundering Reporting Officer
• Maintain customer focus and respond to customer queries in accordance to the Employer’s guidelines

Skills: Team Management, Report Generation, Service Level Optimization, Training & Development, Customer Focus, Effective Communication, Problem Solving, Attention to Detail

• Give feedback on recurring customer issues to management and relevant internal departments
• Respond and action requests from management
• Promote the Employer’s values and products
• Ensure a professional working relationship with customers and other colleagues working with the Employer
• Liaise with third-party providers of the Employer providing services that overlap to the Employee’s line of work
• Acts as a mentor to those less experienced
• Represents team to company leadership
• Incorporates feedback to achieve higher levels of customer satisfaction
• Documents activities and follow up in appropriate systems regularly and accurately
• Ensures quality of work meets certain standards

Skills: Issue Analysis, Request Management, Documentation, Customer Relationship Management, Collaboration, Mentorship, Advocacy, Quality Assurance

• Play a critical role in helping us establish one of Europe’s leading contact centers.
• Nurturing and developing a team of up to 10 Customer Service Advisors.
• Participate in the recruitment, induction, and development of staff.
• Build an excellent level of product knowledge and proactively drive improvements in service quality leading to enhanced customer experience.
• Suggest and support process improvements/new initiatives across the department and facilitate team implementation
• Measure, analyze and report on team performance and take appropriate steps to improve that performance for both internal and external customers.
• Ensure FCA and other regulatory and business standards are met.
• Monitor individuals to ensure that plans are achieved and working practices followed in accordance with the Society’s managing performance guidelines.
• Act as a supervisor for the Training and Competence scheme in accordance with FCA regulations.

Skills: Team Development, Recruitment & Induction, Regulatory Compliance, Product Knowledge, Process Improvement, Performance Measurement, Monitoring & Accountability, Training Supervision

• Deal effectively with queries and complaints received in line with Company procedures.
• Establish and maintain challenging service standards by consistently responding to customer feedback.
• Ensure the delivery of internal and external customer needs and expectations, aligned with agreed business SLAs
• Undertake effective root cause analysis to support process improvement.
• Manage and lead the Team through the effective capacity planning and organizing of activities and workloads.
• Ensure that resources are shared with other teams to ensure that the overall goals of Customer Services and the business are met.
• Ensure that all business processes are documented, relevant and kept up to date
• Coach and lead the team to improve the quality and quantity of customer outcomes, motivating the team to deliver agreed KPI’s, service levels, quality standards and deadlines through continuous coaching, reviewing and feeding back on performance and development.
• Support ongoing training and development of staff by identifying training needs and ensuring appropriate development plans are in place.
• Communicate clear plans to team members so that everyone understands what needs to be achieved.

Skills: Query Resolution, Service Standards Management, Capacity Planning, Root Cause Analysis, Resource Sharing, Documentation, Coaching & Leadership, Clear Communication

• Providing operational floor management, and managing the day-to-day activities of the team.
• Meeting all SLA and KPI targets and delivering ad-hoc tasks to agreed deadlines.
• Acting as a role model in line with the values of the business and coaching advisors to also reflect these.
• Providing mentorship and encouraging collaboration as a high-performing team. 
• Motivating the team to achieve personal and team targets.
• Conducting scheduled monthly 121s as well as on-the-spot coaching with team members to ensure maximum potential and standards are being achieved.
• Conducting daily team communications to update advisors on best practices and continuing expectations, ensuring the updates have a clear agenda and tracking resulting actions to conclusion.
• Developing an in-depth knowledge of all high-level procedures, acting as a point of reference for the Operations Manager and Client.
• Monitoring the progress of cases and agreed-upon actions to ensure all customer interactions are handled within SLA.
• Managing planned absence or short-notice absenteeism to ensure optimal coverage.
• Planning and distributing team members appropriately based on channel, skill set and capability to achieve optimal performance.

Skills: Operational Management, SLA and KPI Achievement, Procedure Knowledge, Coaching & Mentorship, Team Collaboration, Effective Communication, Performance Monitoring, Resource Planning

• Experience in leading a team to provide extraordinary customer service
• Excellent communication (oral and written), interpersonal and presentation skills.
• Skilled at handling and being a phenomenal partner
• Good at translating ‘techno-speak’ into “amateur's” terms
• Exhibit composure under pressure
• English and Mandarin to support customers in respective countries.
• Good attention to detail
• Computer literate in Microsoft Office
• Experience managing customer service/sales through a service team in a contact center environment
• A proven track record in delivering against set objectives in performance, quality and regulatory requirements within a contact centre environment

Qualifications: BA in Business Administration with 6 years of Experience

• Experience in financial services
• Knowledge of all regulatory requirements for customer contact management and complaint handling. (FSA, PRA, FOS)
• Experience in leading customer-oriented teams or back-office operations
• Evidenced delivery of material improvements in Customer Experience & Service metrics in a highly regulated environment through the use of recognized Continuous Improvement methodologies.
• Demonstrate a high level of understanding of resource planning, being able to interpret resource plans and drive change
• Proven ability to lead and manage change in a fast-paced organization.
• Experience in managing teams with a minimum of 10 FTE
• Understanding of Equality & Diversity, Discipline and Grievance policies.
• Strong interpersonal skills and the ability to communicate effectively in oral, presentational and written form to a range of audiences.
• Ability to demonstrate a high degree of customer service awareness
• Experienced coach and developer of agents in a contact centre environment, leading from the front in demonstrating what good looks like

Qualifications: BS in Management with 7 years of Experience

• Experience in managing, coaching and developing a team in customer service and a high-quality focused environment
• Experience in deploying elements of agile working such as regular ‘team huddles’ and ‘learn and share’ working groups.
• Proven record of championing customer excellence and corporate values
• Experience in innovating and applying new learning and thinking around the ‘customer experience’.
• Good commercial understanding of CX, supporting environments and operations.
• Strong interpersonal and organizational skills, professional in approach and able to deftly adjust management and engagement style.
• Developed knowledge, experience and understanding of CX/contact center processes, technology and operations.
• Advanced use of Microsoft Office products such as Excel & Word, good IT literacy and an appreciation of new digital technology e.g. Salesforce, and CRM.
• A good knowledge and understanding of adhering to and managing within a regulated environment.
• Experience and an appreciation of coaching and mentoring team members to improve performance, motivation and well-being, both face-to-face and virtually.
• Able to understand, interpret and apply data to improve operations and ‘local’ process interventions.

Qualifications: BA in Marketing with 6 years of Experience

• Excellent IT Knowledge (Office, SAP, Service Now)
• Strong communication skills in English (C1 level), customer orientation and cultural awareness.
• Passion for leading others and drive results thru driving others, ability to identify talent and manage performance.
• Continuous improvement mindset and process orientation
• Understanding of foundational business commercials and operational management.
• Excellent engagement and communication skills
• Ability to adjust style to situation and audience.
• Experience in empowerment and encouraging ‘self-management’ within teams.
• An understanding of and willingness to proactively manage/guide people in an emerging, and often challenging, smart working environment.
• An understanding and application of varying management styles in a professional manner, high EQ and an ability to get the best from teams of diverse backgrounds and experience.

Qualifications: BA in Communications with 5 years of Experience

• Familiarity with general principles of Workforce in a customer contact center environment
• Ability to be flexible in shift assignments and work areas, including nights and weekends
• Experience in demonstrating Amazon Leadership Principles in current role
• Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills
• Experience supervising a team in a customer service environment
• Ability to function in an ambiguous, fast-paced work environment
• Experience with AWS technologies
• Knows how to deliver a world-class customer service experience
• Proficient in high-volume order processing, reporting, and continuous improvement
• Setting and delivery of KPIs and SLAs.

Qualifications: BS in Psychology with 4 years of Experience

• Excellent people leadership & development skills - must be able to manage tasks and objectives through people. 
• Able to manage people through change.
• Strong customer service experience within a Customer Service environment.
• Proven ability to be confident in communicating and networking at all levels.
• Good presentation and influencing skills
• Ability to convince others of a point of view, or position to gain others support.
• Self-motivated with a proactive approach and demonstrates a ‘can do’ attitude.
• Ability to focus on solutions rather than problems.
• Expresses passion and enthusiasm within the role.
• Proven track record of delivering quality as a first priority.
• Demonstrates resilience, positivity and leadership qualities in equal measure.
• Experience with Sage would be highly beneficial.

Qualifications: BA in Organizational Leadership with 5 years of Experience