Working alongside the Cluster Manager in leading and developing the team, you will assist with growing performance to ensure customer service standards are delivered whilst creating a well-managed risk, compliance and health and safety aware working environment.
You will also provide support to the team in undertaking end to end Member transactions and administration that results in service that stands out for all Members.
Hours: 35 hours per week, 9am-5pm Monday - Friday, and alternate Saturdays at overtime rate 1.5, Saturday hours are 9am-12pm (after successful completion of Management Training program - salary increases to £32,000 per annum)
In return you will receive:
* Performance Related Recognition Scheme
* Annual Bonus
* Pension 5% Employee and 8.5% Employer
* Physical, Mental and Financial Wellbeing support
* Life Assurance & Income Protection
* Holiday Exchange ………. and more!
Duties & Responsibilities of the Branch Manager:
* Provide fantastic customer service skills
* Adding value to the customer and the business by achieving first contact resolution.
* Proactively organising the team’s telephone, webchat and administrative work queues.
* Supporting and monitoring the webchat and telephony queues ensuring these are appropriately covered.
* Assisting in the delivery of customer service standards and KPI’s within agreed SLA’s
* Providing ongoing training and oversight to the team to ensure competency standards are maintained
* Ensuring department transactions are accurate and that processes are efficient and carried out in accordance with Policy and Procedures
* Responsible for identifying and managing complaints in accordance with the Complaint Handling Policy and Procedures.
* Completing and scheduling Financial Wellbeing Reviews to a high standard
* Collation of weekly figures to give an understanding on peak periods and customer trends.
What you will need to succeed as Branch Manager:
* Excellent verbal and written communication skills (core)
* Intermediate knowledge of Microsoft software (core)
* Complaint handling (core)
* Self-motivated but able to work independently and as part of a team (core)
* Ability to manage multiple priorities (core)
* Problem solving (core)
* Delivering feedback (core)
If you are interested in finding out more about this position, please contact Freddy for a chat or apply now.
If you have not received a response within 3-5 working days, unfortunately your application has been unsuccessful. Kameo Recruitment Ltd is acting as an employment agency for this permanent vacancy.