What You'll Do
- Lead, motivate & develop a team of 12–15 customer support agents.
- Ensure team performance expectations are met by coaching and enabling direct reports to be successful in their role.
- Use data to understand agent level performance, identify trends and action plans to support improvements.
- Identify opportunities to improve customer journeys, actively encouraging your team to do the same.
- Provide inbound support and handle customer escalations when needed.
- Embed advocacy for the consistent delivery of exceptional customer service across your team with intense focus on customer satisfaction/advocacy and professional customer support balanced with consistent achievement of standard business objectives.
- Take ownership of customer enquiries and respond to escalated customer issues in accordance with agreed procedures.
- Act as an escalation point for customer issues and complaints, providing hands‑on assistance by taking over calls where necessary.
- Collaborate & support peers to ensure consistency in leadership across all front‑line teams.
- Take shared responsibility with the other team managers for real time operational performance, ensuring that service level targets are achieved as set by the business.
- Work with broader business partners to ensure resource requirements are met, schedules are adhered to, and changes are well managed into the area.
- Develop a deep understanding of day‑to‑day expectations of own role and that of direct reports.
- Ensure agent and team controls are managed daily, weekly, and monthly whilst pro‑actively logging and escalating any new issues or risks.
Skills
- Previous experience of managing a contact centre team, preferably in Financial Services/Retail Banking or other customer‑facing regulated environment.
- Demonstrable experience in coaching teams to achieve expected KPI’s using recognised coaching models.
- Ability to create a positive team working environment that supports the retention & development of great customer service agents.
- Strong understanding of contact centre metrics and proven track record of achieving these.
- Ability to manage your own workload whilst balancing the needs of the customers and your team.
- Excellent analytical & problem‑solving skills. Ability to think creatively and change approaches to deliver better outcomes.
- Ability to stay calm and focussed whilst delivering on multiple priorities.
Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, sex, national origin, age, veterans’ status, disability, or any other characteristic protected by applicable law.
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