Customer Service Team Leader

Outstanding opportunity for an experienced people leader to join our Bristol based ‘Corporate’ team. Ayvens Customer Service function provides market leading capability to our broad range of customers and is crucial in protecting and growing the Ayvens brand.

• Are you passionate about leading others?

• Do you have a positive outlook with strong stakeholder management skills?

• Are you committed to providing excellent levels of service?

• Dedicated to ensuring speedy/ respectable turnaround and response times?

• Committed to leading a team who produce impressive levels of interaction?

If this sounds like you, please read on you could be just what we need to complement our existing leadership team. Strong remuneration package inc. competive basic salary, contributory pension, bonus potential, flexible working.

Key Purpose

• Lead and manage a team to achieve all individual, team and business KPI’s and SLAs

• Provide all team members with feedback and coaching to ensure individual competence maximising individual and team performance

• Ensure a consistent high level of quality service standards are provided to internal and external customers

• Promote a culture of efficiency within the team, being able to challenge current ways of working, propose and manage implementation of tangible business improvements

• Foster and promote an engaged team therefore minimising attrition and absence

• Collaborate with other operational teams to proactively look for ways to reduce handoffs, costs and improve customer satisfaction

• Minimise business and regulatory risks through rigorous control checks

• Effective management, clear communication and professional liaison with all 3rd party relationships

• Support strategic change initiatives through to completion within your business area

Summary of Responsibilities

• Responsible for the day to day resourcing and workflow management of a team ensuring productivity and SLA metrics achieved

• Ensure all team members have documented SMART objectives, regularly review individual and team performance targets, outputs and behaviours providing timely feedback.

• Track, monitor and deliver in line with the Quality framework to deliver good customer outcomes

• Complete monthly performance reviews with all team members and implement performance improvement plans as and when required

• Ensure robust training and succession plans are in place to develop, engage and retain competent team members

• Ensure that all processes and procedures are version control documented, reviewed regularly and consistently adhered to

• Provide operational and subject matter guidance for all team processes

• Ensure the department achieves all relevant compliance and regulatory activities to deliver good customer outcomes.

• Utilise daily, weekly and monthly reporting for all required team metrics, to enable ownership and delivery of team performance.

• Timely escalation of any issues on policy, procedures or decision making processes to an Operations Manager

Skills & Experience

• Proven experience in a previous leadership position

• Experience of managing performance, formally or informally, with a focus on both results and behaviours

• Excellent communication skills: written, verbal, report writing and presentations

• Proven people management experience including feedback, coaching and performance management

• Excellent time management, planning, organisational and delegation skills

• High levels of professionalism and stakeholder management.

• Broad knowledge of UK regulated and finance industry and commercial awareness

• Problem solving capabilities

• Good standard in IT literacy in particular Microsoft Office applications

• Self-motivated with the ability to lead others

What We Can Offer

Salary range between £31,000 - £38,000

Generous contributory pension scheme 

25 days holiday, in addition to bank holidays 

Volunteering days to assist in charity work

Sustainability Initiatives 

Holiday buy / sell (subject to conditions)

Travel Insurance (cost associated)

Dental Insurance (cost associated)

Flexible working options available

Eligibility for Annual Bonus Scheme

Enhanced parental leave

Generous Employee Referral Scheme (£1000)

Cycle2work Scheme 

Free breakfast / fruit in the Bristol office

EV charging points, bike storage, shower & changing facilities, car parking

Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At Ayvens we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited by this, or any role at Ayvens but your experience doesn’t exactly align, we would encourage you to apply regardless! What’s the worst that can happen?!