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Joboffer number #78531

Team leader

CV Market client
Job ad expired!

Job Description

    Overall Job Purpose:
  • Manage day-to-day Service Point Support Operations ensuring quality, customer focused support is provided to our customers at all times;
  • Provide leadership, motivation, coaching and development to all team members;
  • Ensure that all detailed governance, risk management, controls and compliance requirements are complied with including your team members;
  • Take responsibility for the proactive management of your teams performance through the effective application of performance development;
  • Monitor SLA’s in place with internal/external parties – report any breach to Customer Service Manager;
  • Provide expert support/advice to colleagues and act as an escalation point for queries and complaints;
  • Manage development of staff identifying relevant training needs;
  • To manage adherence to Group Policy;
  • To help manage service improvement and development plans;
  • Manage your team and service to support and drive the implementation of both internal and external change.

  • Act as a key player within the wider Service Point leadership team;
  • To act as an escalation point for issues relating to the customer;
  • To communicate technical and non-technical information to both the team and management;
  • Support the successful delivery of change initiatives within team and wider Service Point business;
  • Ownership of service improvement initiatives / actions required following feedback from customer surveys;
  • Responsible for all aspects of Personal development for direct reports, and consistency checking these with other Team Leaders;
  • Conduct day-to-day performance management and ensure quarterly performance reviews are undertaken promptly;
  • Responsible for recruitment into the Support team;
  • Continuously identify ways to increase staff motivation to create an environment that is fun to work, where communication is open, honest and frequent leading to high staff morale, low attrition and low absenteeism;
  • Ensure staff adhere to processes, participating in reviews to improve the process and eliminate non-value add activity;
  • To ensure Clients SLA’s are met Responsible for all aspects of Discipline and Grievance procedures for all direct reports;
  • Ensure all members of staff carry out compliance and rigour activities (as well as your own).


  • Experience of leading teams in a busy environment;
  • Understanding of Banking products and services, including those provided by group companies;
  • Knowledge of call logging and Knowledge based support systems;
  • Strong interpersonal, communication, customer focus skills;
  • Fluency in English.

If You are interested, please send Your CV in English with subject “Team Leader” Confidentiality guaranteed. Only selected candidates will be informed.

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Team leader
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