About Company
Lloyds Bank is a leading retail and commercial bank in the UK, deeply embedded in communities across the nation. With a heritage spanning over 250 years, we are committed to helping Britain prosper by providing a wide range of financial products and services. Our Kilburn branch serves a vibrant and diverse community, upholding our core values of integrity, customer focus, and commitment to excellence. Joining Lloyds Bank means becoming part of an organisation that values its people, invests in their development, and strives to make a positive difference in the lives of our customers every day. We pride ourselves on creating an inclusive environment where everyone can thrive, offering opportunities for professional growth and a supportive workplace culture that champions diversity.
Job Description
We are seeking an experienced and dynamic Team Supervisor to lead our Customer Operations team in our bustling Kilburn, London branch. This pivotal role involves overseeing the daily activities of a dedicated team of customer service professionals, ensuring the delivery of exceptional service that aligns with Lloyds Bank’s renowned standards. As a Team Supervisor, you will be the cornerstone of operational excellence, driving performance, fostering a positive and productive work environment, and acting as a primary point of contact for complex customer inquiries. You will be instrumental in coaching, mentoring, and developing your team members, empowering them to achieve their full potential and contribute to our collective success. This role demands a proactive leader with a passion for people development and an unwavering commitment to customer satisfaction. You’ll work closely with branch management to implement operational strategies, manage resources effectively, and ensure compliance with all regulatory guidelines. You will also be responsible for monitoring service levels, identifying areas for improvement, and implementing solutions to enhance the customer experience. If you are a results-oriented leader with a proven track record in a fast-paced, customer-centric environment, thrive on cultivating talent, and are ready to contribute to a forward-thinking financial institution, we encourage you to apply. Your leadership will directly impact our customers’ experience and contribute to the bank’s reputation as a trusted financial partner in the Kilburn community.
Key Responsibilities
- Lead, motivate, and develop a team of Customer Service Representatives, fostering a high-performance culture.
- Oversee daily operations, ensuring efficient workflow and adherence to service level agreements.
- Monitor individual and team performance, providing regular feedback, coaching, and performance reviews.
- Handle complex customer escalations and provide expert guidance to resolve issues promptly and effectively.
- Ensure compliance with all internal policies, procedures, and external regulatory requirements.
- Identify training needs and facilitate ongoing development for team members to enhance their skills and knowledge.
- Participate in recruitment and onboarding processes for new team members.
- Analyse operational data and customer feedback to identify trends and implement continuous improvement initiatives.
- Collaborate with other departments and branch management to ensure a seamless customer journey.
- Prepare and present performance reports to management.
Required Skills
- Proven experience in a supervisory or team leader role within a customer service or operations environment.
- Exceptional leadership and people management skills, with a focus on coaching and development.
- Strong communication, interpersonal, and active listening abilities.
- Excellent problem-solving and decision-making capabilities, especially under pressure.
- Demonstrated ability to manage complex customer issues and achieve positive resolutions.
- Proficiency in using customer relationship management (CRM) software and standard office applications.
- Solid understanding of operational processes and performance metrics.
- A strong commitment to customer satisfaction and service excellence.
Preferred Qualifications
- A degree in Business Administration, Finance, or a related field.
- Experience within the banking or financial services industry.
- Knowledge of relevant financial regulations and compliance standards (e.g., FCA guidelines).
- Certifications in customer service management or team leadership.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Generous pension scheme contributions.
- Private medical insurance.
- 25 days annual leave plus public holidays, with options to buy or sell days.
- Employee discount schemes on a wide range of products and services.
- Extensive training and development programmes to support career progression.
- Access to an employee assistance programme and wellbeing resources.
- Inclusive and diverse work environment.
How to Apply
Ready to make a significant impact? We encourage you to click on the application link below to submit your CV and a cover letter detailing your experience, leadership philosophy, and why you are the ideal candidate for this role. We look forward to hearing from you!