Team Leader, Client Care Centre

The Team Leader for the Contact Centre is responsible for leading and managing a team of Client Care Executives to deliver exceptional customer service and achieve performance targets. This role involves motivating and coaching team members to optimize their performance, handling escalated customer complaints and queries, and ensuring the efficient day‑to‑day operations of the call centre.

Key Responsibilities

• Work closely with team, motivating and coaching the Client Care Executives to ensure performance is optimised.
• Managing the day‑to‑day activities in the call centre to ensure efficient and consistent delivery of customer delight in handling all queries and other interactions with customers.
• Support team in relation to queries or problem resolution and to handle customer complaints and queries when escalated.
• Ensure attendance and staff retention targets are achieved.
• Ensure staff are adequately trained on service and products and changes in products, procedures and policies.
• Maximize sales and referral generation through the Client Care Executives by supporting and coaching them to maximise their sales targets.
• Support Senior Manager in highlighting any operational risks and areas for improvement.
• Escalate any appropriate issues to Senior Manager and / or Head of Department.

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we :

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

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