We're seeking to recruit a Team Leader to join our Customer Care Centre.
If you're interested in joining our team and satisfy the requirements outlined hereunder, then we're interested in you.
Who we are
We're a leading financial institution, a key player in the Maltese market and part of a highly diversified multi-national group of companies. Employing a team of 220 employees, the Bank offers a full range of lending and savings solutions to both personal and business customers. We strive to offer a highly personalised service through our network of twelve retail branches spread across the Maltese Islands.
We're a team of inspired people who believe that opportunities start with a conversation.
Duties and responsibilities
The Team Leader will be responsible for overseeing the performance of a team of customer service agents, provide leadership, coaching and support to the team to achieve set objectives and to ensure the smooth operations within the customer care centre. This will include liaising with different stakeholders to streamline processes whilst ensuring optimal customer service and achieving high levels of customer satisfaction.
You will be responsible for:
- leading, motivating and developing the team in order to achieve set performance objectives through effective use of resources on a daily basis;
- ensuring a consistent high-level service delivery and a high-level of customer satisfaction through the various channels available, whilst being always on the lookout for improvements;
- conducting on-the-job training and coaching the team depending on the Team's needs;
- training and motivating the team as they answer queries, handle feedback, and provide support for customers;
- conducting call monitoring to assist agents whilst providing feedback and coaching to improve performance and quality calls;
- assisting in the development of Customer Care procedures and workflows to keep them up to date to ensure consistency and efficiency;
- utilising customer quality measurement tools effectively, to monitor customer satisfaction and propose recommendations for improvements to line Manager;
- assisting in developing customer care centre campaigns and initiatives;
- participating in planning, and tracking Team's results and output against stated objectives whilst taking corrective action if required;
- embracing, promoting, and managing a compliance culture within the team, in line with the Bank's procedures and all other relevant regulatory requirements;
- ensuring that set deadlines are adhered to and appropriately managed;
- consistently promoting the Bank's image, products, and services even outside standard working hours;
- ensuring that team members promote the Bank's products according to customers' needs and effectively refer leads to other units within the Bank;
- assisting agents to follow up on customer requests and direct them to the channels they require;
- performing other related assignments/projects as requested by management; and
- instilling a customer-focused change environment with a culture of continuous improvement.
Competencies and experience
The potential candidate should be reliable and trustworthy, well-organised with a disposition to learn and have a team-oriented approach.
You must:
- have a positive attitude and be adaptable to change;
- possess leadership and people management skills, with assertiveness and self-confidence;
- keep customer experience (both external and internal) at the forefront of all actions performed;
- lead by example and adopt a 'hands on' approach to work;
- be able to perform on own initiative, able to multitask and remain calm under pressure;
- be results oriented;
- demonstrate good written and verbal communication skills in both English and Maltese;
- be meticulous with attention to detail;
- be a team player with good networking skills;
- eager to learn and well organised; and
- have a minimum of 2 years' experience working in a customer service environment.
How to apply
If you want to be part of our team, we invite you to send us a detailed CV highlighting your achievements. Applications should reach us only by email on vacancies@bnf.bank.
