Team Leader - Customer Services - Paragon Banking Group

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Team Leader - Customer Services

About The Role

Let’s grow together!

A Platinum Investors in People employer and an award-winning UK bank, focused on growth. Our customers include savers and businesses across the UK and, working together, we use our specialist expertise to help them achieve their ambitions and build a sustainable future. If you’re an experienced Team Leader in Customer Services looking for an opportunity to grow in a friendly environment, we’re looking for you!

We’re flexible, inclusive, committed to your wellbeing and passionate about you reaching your potential. Let’s grow together

Brief description
If you’re customer-focused, with a great leadership style, this is a superb opportunity to take your next step with a company that celebrates their employees’ efforts.

We’re looking for someone who understands the importance of following processes and procedures and has experience of supervising, coaching and providing feedback, to lead a team of Customer Servicing Officers. If you have the skills needed to develop and motivate employees, and the ability to work under pressure then this could be the role for you.

Purpose of the role
To assist the Manager in leading a team to deliver first class customer service. This includes ensuring quality results are offered in all stages of the customer journey and the business objectives and Service Level Agreements are consistently achieved.

Duties and responsibilities

Managing a team of Customer Servicing Officers to provide a quality service at all parts of the customer journey
Mentoring and side by side daily coaching of officers in order to ensure that their knowledge and skill levels are appropriate in order for them to carry out their role
Providing regular feedback to individuals regarding their performance levels and communicating processes and procedures
Communicating positively and effectively with team members in order to ensure regular and consistent communication
Carrying out and coordinating team meetings and training sessions as appropriate
Proactively deputise all core activities undertaken by the Manager in their absence
Adhere to all FCA Legislation Guidelines
Adhere to HR policies and procedures including applying the Groups absence management procedures in order to minimise absence levels within the team
Providing analysis and reporting as required
Ability to identify and constantly seek improvements or processes and procedures
Ensure necessary monitoring controls are in place across the department to cover all key tasks and queue monitoring
Represent the organisation in a highly professional manner with both internal and external third-party contacts
In the absence of line manager, proactively coordinate the team workflows ensuring service standards are met

About You

Skills

Excellent written and verbal communication skills
Be able to deliver constructive feedback in a positive manner adapting styles to meet individual needs
Disciplined approach to work ensuring deadlines are always met
Ability to be self-motivated and use own initiative
IT aptitude with a basic understanding of Microsoft Excel formulas, macros and query is desirable
Adaptability and the ability to remain calm under pressure

Qualifications and experience
Experience in performance and conduct management.

Working hours
37.5 hours per week, Monday to Friday, 8.30am to 5.00pm (one hour for lunch). You will be required to be in the office 2 days per week.

Training
Relevant training will be provided.

About Us

Even if you don’t meet all the criteria, we encourage you to apply. At Paragon, we value diversity and we’re excited to hear from passionate individuals like you! If you’re ready to contribute to the team, please apply.

Further information on the role can be found in the Purpose and Performance Profile (PPP), which is downloadable on this page.

Inclusion
As a Disability Confident Employer, we want to ensure that our vacancies are accessible for everyone. If you have a disability, long term health condition or are neurodiverse and need us to adjust our recruitment process please get in touch with our recruitment team.

What can we offer you?

Generous Holiday Allowance: Starting from 25 days and climbing to 30, you also get to enjoy a day off for your birthday, Christmas Eve, and New Year’s Eve. You can also buy or sell up to a week’s leave

Share Save Scheme: Annually, you have the opportunity to buy shares in Paragon at a discounted rate
Profit Related Pay: We share some of our annual profit with our eligible employees
Pension Plan: We contribute up to 10% of your annual salary towards your pension
Family Friendly policies: We offer enhanced parental pay and paid time off for fertility treatment
Employee Discounts: Enjoy exclusive discounts on entertainment, travel, shopping, motoring and more
Volunteering Day: Contribute to causes you care about with one volunteering day per year
Life Assurance and Personal Accident Cover

Be flexible

We promote flexibility around how and where we work so that you can achieve a healthier work-life balance. We operate hybrid working, splitting our week between the office and home.

Be yourself

As an equal opportunities employer, we welcome diversity and care about inclusion. That’s why we want you to be your whole self at work. We believe an inclusive workplace is good for each of us, great for our customers and better for our business. Our Equality, Diversity and Inclusion Network meets regularly to share challenges, experience, and ideas to build a more equal, diverse, and inclusive business.

Be heard

We listen to your point of view, with our People Forum and regular employee surveys making sure you can use your voice and influence our future.

Be well

We will give you access to a range of tools and resources to support your wellbeing. This will include a digital GP service via our free Employee Assistance Programme, access to our Wellbeing team to connect you with the help you need to get more out of life and our Vitality at Work programme to provide you with discounted gym membership, fitness equipment and another multitude of wellbeing services.

Be better

We want you to reach your potential and, as a Platinum Investors in People employer, we’ll encourage you to learn and develop by building a personalised development plan together with your manager.

Apply

PPP

Team Leader - Customer Services

About The Role

About You

About Us

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