Customer Service People Lead - Pipeline Template Test

Do you want to play a key role in a dynamic, customer and colleague centric environment? Do you want to help build the digital bank of the future? Are you have a passionate about encouraging, developing, and coaching others? We've been voted best British Bank for 2023 and 2024, so it is an exciting time to join us, and help build our customer focused teams. As a People Lead in Operations within Chase, you will collaborate with the relevant squad teams to continuously improve operational and business performance to optimise both the customer and employee experience, creating those moments of truth when they really matter. You will optimise performance across key operational KPI's, financials and people metrics, smashing team goals. You will help to foster an exceptional and unique culture, one that will evolve with each new addition, by working to ensure to we have the right operational foundations in place to bring the absolute best out of people, helping them to live their best,
purposeful work life each, and every day. You will be comfortable with thinking big but starting small, knowing the best ways to fuel our people's power, and drive exceptional performance. Job responsibilities

• Coach, develop and support your team to deliver customer focused service


• Provide escalation support to customer queries, sharing knowledge and educating the team


• Lead with a customer centric approach and a real focus on 'out of the box thinking' to support resolutions and inquiries


• Manage and support colleagues through times of change and ambiguity


• Have intrinsic passion to coach and support delivery of first-class service to colleagues and customers


• Demonstrate critical thinking, establishing root cause and taking ownership to improve delivery


• Identify ways to support inclusion and diversity


• Be passionate & curious about people, take extreme accountability, think commercially, have a great sense of humour and most of all, care!
  
  Experience coaching, developing, and managing a team or individuals


• Previous experience working in a contact centre environment


• Excellent communication and presentation skills, both verbal and written


• Digitally savvy across different medians


• Leadership experience


• Fluency in Windows Operating Systems and Microsoft Office tools


Preferred qualifications, capabilities, and skills

• Banking/Financial experience


Our Contact Centre operates 7 days a week from 6:00 AM to 10:30 PM. Candidates must be willing and able to work shift patterns during our operating hours, which may include evenings and weekends