Team Leader - Savings

The Opportunity

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver. We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally. We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech and data capabilities. This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale. We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person.

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world

• Relish a challenge and enjoy a fast-paced, innovative and hardworking culture

• Enjoy finding new and better ways to solve complexity and make things happen

• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups

• Care about society and the environment and want to be part of a business that cares too

• Want to continue to grow professionally and be the best version of yourself

The Role & Responsibilities

Guide and lead a team of Customer service representatives and supporting the overall Savings Operation. Help ensure our customers are serviced with empathy, efficiently and without error. To work as part of a management team to help achieve both personal and business objectives.

Key Responsibilities

• Manage and Organise their team of customer service agents, monitor queues and provide daily reports/updates on performance and task management.

• Plan and facilitate Team Meetings, 121’s, Coaching, call monitoring and general work sampling of the customer service agents. This will also include performance plans and probation reviews.

• Oversee the individual and collective performance/output of the Agents in their team. Ensure all quality checks are shared and responsible for HR issues (annual leave, absence, Disciplinary etc), Risk events and Complaint management.

• To support implementation of the business/department behaviors into both the core customer service and outsourced/partners teams across Retail.

• Support with customer calls/secure messages when the business requires support – escalations, complaints and complex cases which requires senior involvement.

• Support with Adhoc payments/tasks, TL mailbox requests, recruitment and Advanced access.

The Person

• A leader who can inspire a team and develop individuals. Able to provide constructive feedback focusing on reward, recognition and encouragement.

• Banking or financial services experience – Working within a front facing Customer service team essential

• Previous Managerial experience required -preferably in a contact centre environment

• Experience in delivering coaching/training and 121’s

• Demonstrate strong stakeholder management skills

• Evidence of Risk management framework displayed

• Customer focused – TCF experience

• Ability to produce/review process maps and procedure manuals

• Advanced Writing and literacy skills

• Competent with Microsoft Office

• Complaint handling experience

• Self-motivated and driven with high personal standards and personal goals.

• Be proactive and innovative.

• Able to inspire and leads others to achieve challenging results.

• Excellent planning and organisational skills.

• Resilient and able to adapt in an ever changing, fast paced environment.

• Advanced verbal and written communication skills

• Ability develop effective relationships built on respect.

• Open minded and flexible; a ‘can-do’ approach with the ability to innovate and continuously improve all aspects of the administrative environment.

Reward

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment

• Free access to Headspace, a mindfulness & meditation digital health app

• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause

• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing and health

• Cycle to work scheme

• Discounts on gym membership

• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 27 days holiday per year

• Option to buy or sell holiday days through our flexi-holiday scheme

• Discounts on gym membership nationwide

• Access to discounts on a range of high street and online brands

• Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success

• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done