Summary

This team leader role manages customer service representatives supporting Shawbrook's savings operation. The role covers performance management, coaching, quality, complaints, risk events and escalations within a customer-facing banking environment.

Responsibilities

• Manage customer service agents and monitor queues
• Provide daily performance and task updates
• Run team meetings, one-to-ones and coaching
• Conduct call monitoring and work sampling
• Manage performance plans and probation reviews
• Oversee complaints, risk events and escalations