Amaze Direct Team Coach - Earls Court 24/7 Team

Full time
Competitive
Locationlondon Calendar08/01/2018   Full time Competitive
Are you passionate and committed to delivering amazing customer service? Can you inspire and nurture a team to create FANs? Can you do all of this whilst most of us are tucked up in bed?...
 
At Metro Bank we are looking for talented Team Leaders who display outstanding qualities that are in keeping with our values of providing genuinely professional and amazing customer service. Your focus will be on effective teamwork, supporting and coaching existing team members and supporting your ADAM with day to day tasks. 
 
So what will you be doing...?
 
• Manage the performance, coaching, development and feedback for Representatives. 
• Creating great relationships and ensuring continuous improvement
• Ensure ADR’s are providing up to date information to our customers and are following correct processes and procedures
• Manage and plan your time to ensure all key deliverables are achieved within a day/week/month
• Train and deliver process updates and new procedures to AMAZE Direct colleagues
• Manage improvement plans where necessary to support colleague improvement
• Be a point of referral to assist with any customer issues or bump ups from AMAZE Direct colleagues
 
You need to be this kind of person…
 
• You need to be understand Metro bank products and transactional queries and CRM, T24 & Fortress
• Knowledge of People policies and procedures will support the leadership and management of your colleagues
• The risk & compliance part of the role has to be fully embedded in your knowledge so you create a strong control environment
 
And whilst we always aim to train for skill where possible, on this occasion we are looking for someone who is already able to do all these wonderful things...
 
• Previous contact centre and leadership experience is essential
• Excellent organisational and time management skills required
• Have competent skills in Microsoft office