Team Manager - Customer Services

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Job Title: Team Manager - Customer Services

Contract Type: Permanent

Location: Edinburgh

Working style: Hybrid 50% home/office based

Closing date: 29th October 2024

Are you a natural leader who is passionate about delivering exceptional Customer Service? Group Customer Services are hiring for a Team Manager who will play a pivotal role in leading, developing, engaging, and inspiring frontline colleagues who service our key customer groups.

About the role

• Manage customer service delivery and ensure that all colleagues are delivering customer interactions within the quality standards.
• Ensure productivity and efficiency levels are met by managing demand and workflows.
• Ensure colleagues comply with the Risk/Controls framework and environment.
• Drive a continuous improvement culture with a focus on improving processes and outcomes.
• Lead the team to deliver best outcomes for customers, offer support and coaching to get the best out of the team.
• Manage individuals' performance, setting goals and objectives and conducting regular performance reviews.

About you

• Experience supporting teams in a customer facing environment is desirable.
• Experience in managing change and a changing environment (processes, procedures, technologies, and business systems etc.) within a team management context/environment is essential.
• Proven experience in driving a culture of continuous improvement, encouraging ideas.
• Knowledge of the financial services industry including the legislative and regulatory framework would be desirable.
• Excellent communication skills with the ability to engage teams.
• Proven relationship building and influencing skills demonstrated through stakeholder management.

About Royal London

We're the UK's largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits

Inclusion, diversity and belonging

We're an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected - whatever their background.