Customer Service

Team Leader  

Barclays

SAN FRANCISCO

Permanent

Senior Level

Customer Service

Team Leader  

Barclays

Description Collections and Recoveries is made up of a number of core and specialist teams which support our customers who are in financial difficulty. The role will be based in one of our Unsecured Collections & Recoveries Telephony Teams who are responsible for customers that have fallen into arrears on their Current Account or Barclays Loan. Your team will be responsible for understanding the customers financial situation and supporting our customer with the best financial solution. Your Role · Drive and deliver exceptional business performance through strong and inspirational leadership, effective coaching and performance management of a team · Ensure that regulatory responsibilities are met through the appropriate management of customer outcomes and remediation activity. · Prime responsibility for team of approx. 15 team members. · Be ready to support your staff within an ever-changing work environment. Embrace the change and motivate both self and staff to deliver against challenging timescales. Essential Skills · Evidence of leadership experience in a fast paced environment. · Proven track record in delivery through people and driving business performance · Effective communicator with strong interpersonal skills · Good relationship management skills Desirable Skills · Excellent planning and organising skills · Demonstrates an understanding of change and acts as an implementer of change · Sound understanding of the Lending cycle / financial awareness About Us Barclays is a transatlantic consumer, corporate and investment bank offering products and services across personal, corporate and investment banking, credit cards and wealth management, with a strong presence in our two home markets of the UK and the US. Our goal is to become the bank of choice by providing superior services to customers and clients and supporting our stakeholders via a commercially successful business that generates long-term sustainable returns. Risk and Control Objective All Barclays colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards. Your Application To be considered for this role, click on the apply button now Barclays Values & Diversity Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager. We are an equal opportunity employer and we are opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

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SAN FRANCISCO

Permanent

Jobs

Senior Level

Customer Service

Customer Service Team Leader  

Manchester City Council

Albert Square, Manchester

Permanent

Senior Level

Customer Service

Customer Service Team Leader  

Manchester City Council

Position Title: Customer Service Team Leader Salary: Grade 7 £28,485 to £31,601 (Bar at £30,785) per annum Contract Type: Permanent Full Time Location: Town Hall Extension, Albert Square, Manchester, M60 2LA Reference: MCC98588WB/05 An exciting opportunity has arisen in Manchester City Council to join the management team of our Customer Service Organisation. We are looking for a highly skilled, motivated and experienced Customer Service Team Leader to lead a team within our busy Corporate Contact Centre, Contact Manchester. This post reports to a Customer Services Operations Manager. You should be passionate about delivering world class services to our residents, businesses and partners. The Council’s Customer Service Organisation is the front door to the organisation and ensures that Manchester City Council provides excellence in service delivery at the first point of contact to our residents, businesses and partners across channels and services whilst ensuring value for money is achieved and sustained. The Customer Service Organisation includes Contact Manchester, our Corporate Contact Centre which provides access to and delivers a wide range of key council services across multiple access channels including telephony, email, SMS, web and social media. Our Customer Service Centre which is located within Manchester’s Town Hall Extension provides access to key council and partner services for residents who require support and assistance. As a successful, high performing and credible Team Leader you will have management responsibility for a customer services team operating across customer access channels and you will play a lead role in the delivery of the Customer Service Organisations key objectives, priorities and performance measures linking through to the City Council’s ‘Our Manchester’ strategy. These priorities/objectives include:- Deliver a world class customer service function for the City Council. Achieve and sustain high levels of customer satisfaction across all customer access channels through the provision of high quality services that meet and exceed the needs of our residents, businesses and partners. Develop and deliver effective and efficient services, systems and processes across channels to support the Council’s strategic priorities, objectives and statutory responsibilities, achieving high levels of customer satisfaction and positively enhancing the Council’s reputation. Develop effective customer services related Service Level Agreements, performance measures and standards in conjunction with services and to ensure these are consistently met. As a Team Leader you will embrace the team strategies driving performance by:- Investing in the development of our workforce, creating a highly skilled and flexible workforce that is empowered and motivated to provide excellence in service delivery across channels and services, achieving high levels of resident satisfaction and continuous improvement. Developing and delivering effective online systems which enhance the customer experience and support channel shift towards digital services. Developing and delivering new integrated delivery models and ways of working across key partners and agencies to support the delivery of key City priorities such as ‘Our Manchester’, Health and Social Care Integration and Greater Manchester’s Devolution Agreement. We are fully committed to safeguarding and promoting the welfare of children, younger learners and vulnerable adults and we expect all staff and volunteers to share the same commitment. The above post will be subject to enhanced DBS checks, satisfactory references and will be exempt from the provisions of the Rehabilitation of Offenders Act 1974. We are an Equal Opportunities Employer and we positively welcome applications from all candidates regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.

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Albert Square, Manchester

Permanent

Jobs

Senior Level

Customer Service

Cinema General Manager  

ODEON & UCI Cinemas

Manchester

Permanent

Management

Customer Service

Cinema General Manager  

ODEON & UCI Cinemas

Our General Managers are proud to lead engaged and high performing teams to deliver the best experience to our Guests. As a General Manager I am proud to be the leader of a highly engaged team who are delivering inspiring entertainment experiences everyday to delight our guests and beat the competition. I am passionate about delivering results though my people and take time every day to coach and develop them, setting clear goals and direction and recognising their contributions. I strive to make my cinema the best in my local market and I am highly visible to both colleagues and guests alike; I am a role model for the ODEON Values and enjoy spending time interacting with guests, listening to what they say, gaining insight and building their feedback into my cinema’s strategic plans, allowing me to make guest focussed decisions that drive the commercial performance of my cinema. My Key Accountabilities: Guests - I create an environment that delivers inspiring entertainment experiences for every guest. I use feedback to drive my actions and delight our guests. People - I maximise the performance and potential of my team through training, development, coaching, reviews and continuous feedback. I build a culture of being our best in the cinema based on our shared vision and values and strive to deliver high levels of colleague engagement. Process and Standards - I ensure quality and consistency of the guest experience in my cinema by maintaining high operational standards at all times, and ensuring that all ODEON processes are fully implemented to fulfil the operational and safety requirements. Retail - I recognise retail is a critical part of the guest experience and I constantly strive to ensure that my team have the skills and motivation to drive retail performance. Market Share - I have the commercial ability to execute national and shape local initiatives to increase the local market share of my cinema. I trade the cinema harder and smarter to build guest loyalty and spend to beat the competition. Commercial Performance - I maximise performance within my cinema by developing and executing strategies to increase performance across the key trading metrics whilst effectively controlling wages and other costs. My Behaviours: Leadership - I lead and inspire my colleagues through strategic, inspirational and change leadership styles. Passion - I champion the brand, delighting our guests and enthusing my team with my energy and commitment Insight - I use my experience and knowledge to create new opportunities to delight our guests and grow my cinema business. Accountability - I proudly take the lead in my cinema, owning issues that guests, team or the business needs resolving Respect - I use my personal integrity to build positive relationships with guests and colleagues Trust - I lead activities to create openness and trust in my cinema, making well informed and transparent decisions. Fun - I create a cinema that is full of fun, championing fun activities, celebrating successes to engage my team and delight my guests.

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Manchester

Permanent

Jobs

Management

Customer Service

Helpdesk Advisor - Fixed Term  

Interserve

Manchester

Permanent

Mid Level

Customer Service

Helpdesk Advisor - Fixed Term  

Interserve

Position Overview: To provide a polite and helpful client contact, ensuring that response times are met by service providers. Carry out necessary administrative duties, produce & submit reports in a timely manner. This role is fixed term until the end of January 2018. RESPONSIBILITIES Respond to customer calls in a polite, professional & timely manner Raise job on helpdesk system(s) at the time of the call, contact the appropriate service provider/contractor and provide relevant information in line with client service specification Use radio technology as & when required as a method to liaise with service providers for specific contracts Respond to emails in a timely manner Follow up of open jobs to completion Identify appropriate engineer / sub-contractor to attend job in a timely manner in line with KPI’s Gain necessary approval/authorisation when spend limits are reached Raising purchase orders for suppliers & sub-contractors Provide clients with status updates as necessary for the jobs reported Provide ad hoc reports as requested To be the responsible person for specific contracts & assist with training within the team To maintain data within the helpdesk system Manage bookings for all meetings and conference rooms, ensuring that any requests for special arrangements are recorded and actioned Record complaints and immediately bring to the attention of the relevant Manager with action taken To ensure user guides are kept up to date for contract responsible for and ensure the team is aware of current & new processes Perform any other reasonable duties when requested To be the first line of contact to resolve client issues and events Follow the Disaster Recovery step by step procedure & take necessary action as stated within this DRP document Provide support to team members to ensure emails & telephone calls are actioned in a timely manner WHAT WE ARE LOOKING FOR Work with Others Works in partnership with others to ensure events are actioned in a timely manner Seeks input and opinions from others to help make a specific decision Demonstrates willingness to learn from others’ experiences and contributions Builds and maintains positive relationships in the team by valuing others’ contributions and experiences Deliver Results Strives to overcome perceived obstacles Manage Self Manage time keeping & attendance ABOUT THE COMPANY Interserve's vision is to redefine the future for people and places. We are one of the world's foremost support services and construction companies, operating in the public and private sectors in the UK and internationally. We offer advice, design, construction, equipment, facilities management and front-line public services. Interserve is based in the UK and is listed in the FTSE 250 index. We have gross revenue of £3.6 billion and a workforce of 80,000 people worldwide.

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Manchester

Permanent

Jobs

Mid Level

Customer Service

Customer Service Expert  

Travis Perkins

Manchester

Permanent

Mid Level