Service Team Manager - Skipton Direct

Job Type:
Job Sector:
Customer Service
£24,000 to £24,000 per annum
Salary Description:
£24,000 plus discretionary annual bonus scheme
Skipton Building Society
Job Ref:

Skipton Direct is the home of our telephone-based customer service department which is vibrant and full of activity. Our Service Team Managers are there to motivate and guide their team of Inbound Customer Advisers to ensure the delivery of exceptional customer service. This could range from new customers asking about our products and services to existing customers enquiring about their mortgage or savings accounts.
Package descriptionIn return for all your hard work and commitment, you will get the support and recognition you deserve. You can expect a structured training and development programme tailored to your needs. You will also be eligible for the following:

Competitive Employer pension contribution
Private medical insurance
Company paid life assurance scheme
Company paid Group Income Protection scheme
25 days holiday (plus bank holidays and the opportunity to participate in the annual Holiday Trading Scheme to buy/sell extra days)
Annual discretionary bonus scheme
Childcare vouchers
Volunteering days
Colleague discounts at a range of UK wide retailers, including holidays, restaurants, fashion, days out and more. Accessible via an online platform and mobile app.
Discounts/cashback on selected products and services
Employee Assistance Programme
Diverse culture

Skipton are an equal opportunities employer and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age
Main responsibilitiesAs a Service Team Manager you will provide on-going coaching and monitoring to your team of up to 12 advisers. This is done through a range of activities such as call observations, monthly 1-2-1 meetings and training sessions.

You will ensure your team provide positive outcomes for our customers and deliver feedback to them in a timely manner to promote continuous improvement. As much as we try to prevent customer dissatisfaction, occasionally your team members may need to escalate a complaint which you would resolve in the most appropriate way for the customer and the Society.

You will work closely with other Service Team Managers in order to support and challenge each other to ensure consistency and promote best practice. This includes delivering training sessions, identifying operational risks and also having full awareness of each other’s roles in order to build a support network across the department. 
Ideal candidateAs this role is busy and fast-paced, you will be enthusiastic and motivational in order to keep your team engaged in an ever-changing environment. You will have experience of working within development frameworks in order to lead people and their performance.

Although direct experience within financial services is not essential, you will have an interest/some knowledge of the mortgage and savings market and above all be customer focused with a desire to succeed.

You will have a positive approach and lead by example, using various coaching methods to encourage your team to reach their potential. Being courageous, you will challenge when appropriate in order to achieve the right outcomes for our customers, your colleagues and the Society.
About the companyAt Skipton Building Society we are not just another Financial Services Institution we are a mutual organisation, which means we are owned by our members and believe in placing them at the heart of everything we do.

The same goes for our people. We can only be successful as a business if we have great people and we believe in treating people as individuals. Our values are Trust, Ownership and One Team which reflect the attitudes and way of working everyone here displays on a daily basis, and which are key to the delivery of the outstanding level of personal service we offer our customers.

We’re committed to creating a diverse and inclusive workplace where every colleague has an opportunity to fulfil their career potential. We respect and appreciate the value that our colleagues’ unique differences can bring and offer consideration for anyone seeking a more flexible work-life balance. If you have a need for flexibility then please let us know.

Contact Details:
Skipton Building Society
Tel: 0200 000 0000
Contact: Sophie Naylor

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