Team Manager, Customer Engagement Centre

Who Are You?

Are you a talented people leader with experience in a contact centre environment? We’re looking for an inspiring leader to join our Customer Engagement Centre as Team Manager. 

You’ll bring to the role a vast level of experience within a banking or finance industry, and will utilise these skills to provide effective coaching, development, and management to support our team. You’re a passionate leader, driven to inspire positive outcomes through engagement and collaboration.

Customers are at the heart of everything we do, and you’ll be instrumental in championing quality customer service experiences by being a positive role model that influences results.

Specifically, you will:

• Provide strong leadership and finds ways to get maximum results from others, through the development of a motivating environment and a commitment to the development of direct reports
• Manage team members’ performance against CEC customer service standards and the Bank’s promise
• Ensure every contact delivers the best customer experience through effective regular quality assurance activity
• Identify processes or service standards that do not serve the CEC or our customers well and address these accordingly
• Establishes and maintains productive relationships with appropriate people at all levels within and outside the organisation. 

To be successful in this role you’ll need:

• Relevant tertiary qualification preferred
• Previous experience in customer services and/or the finance industry
• Experienced within a sales environment
• Experience in leading and developing people
• Fluent in contact centre environment, processes and tools
• Experienced with stakeholder management and collaboration
• Knowledge of change management

Who Are We?

We are a “One Team” community - Our strong values set our standards and set us apart. Our “People First” value is reflected in our benefits and policies promoting health, wellbeing and a secure future. We encourage every employee to have a voice and be an active participant in our success. We aim to create remarkable experiences for our people just as our people create remarkable experiences for our customers.

Applications close: Friday 23rd April