Search Hiring for Customer Service Team Manager – Investments at Edinburgh Full Time

Customer Service Team Manager – Investments

Start date – ASAP
Salary – Up to £40,000 DOE with fantastic benefits
Location – City Centre of Edinburgh
Hybrid working

Search Consultancy is working in partnership with one of the UK’s leading independent providers of wealth management as they have a fantastic opportunity for a Team Manager to join them on a full time permanent basis.
Responsibilities Include

* Daily management of Digital Channels Customer Service Team up to 10 members of staff including monitoring timekeeping, absence, managing individual and team performance, dealing with colleague issues such as performance management and disciplinary issues
* Coach and develop the Digital Channels Customer Services Advisors in support of individual development plans
* Ensure that all equipment and applications needed by the Customer Service Team are available and in good condition to enable smooth flow of operations and customer satisfaction
* Act as the middleman between the organisation and the Customer Service to ensure smooth communication and settling of grievances that may arise in the course of work
* Deal with customer complaints and raising of events
* Assist management with the recruitment of Digital Channels Customer Service Team staff, liaise with agencies and HR department. Maintain team job descriptions
* Assist with vendor relationships (SEI – SWP Platform)
* Track and monitor KPI, SLA and RCA (SEI – SWP Platform)
* Track and monitor Customer Service Team performance KPIs, analysing and summarising data and trends
* Suggest and implement process improvements and changes where necessary
* Facilitate regular 121’s with all team members

Skills

* Previous financial services experience
* Previous experience of managing / leading a team
* Confident in using Microsoft Office (Word, Excel, Outlook and Teams) as well as the ability to adapt to new systems, navigation of intranet sites and various web-based packages
* Excellent leadership skills to motivate and develop a team
* Positive and professional attitude and enthusiastic approach to working in a team
* Excellent work ethic and Customer Service focus
* Ability to work under pressure and to tight deadlines
* Strong interpersonal relationship building skills
* Clear and concise communication skills – oral and written, with ability to communicate professionally with clients and colleagues
* Adapts to change quickly and easily

If you are interested please apply asap with your most up to date CV.

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.