Job Title

Customer Service Manager (Quality Monitoring)

Ref #

8140

Location

Glasgow

Department

CS - Customer Outcomes

Business Area

CS - Customer Outcomes

Working time

Full-Time

Date Published

18-04-2023

Customer Service Manager (Quality Monitoring)

Permanent Role

Glasgow Based, Hybrid Working

Monday to Friday 8am to 6pm (flexible working pattern available)

Closing Date: 9th May,2023

What we will offer:

We are recruiting an experienced Customer Service Manager to lead our Quality Monitoring function. We’re newly embracing an agile way of working and this Customer Service Manager will join us on an exciting journey, as we re-vamp our oversight model to deliver improved insights which will help us focus on what matters most to our customers. Bring your talent, expertise and skills to join our existing colleagues and make a difference to our customers, communities and planet.

The successful candidate will lead our Quality Monitoring function, providing assurance and oversight of our end to end customer service journeys across all Banking and Insurance products. You will set the standards for the excellent customer care that we pride ourselves on, identifying opportunities for improvement and working with a wide range of stakeholders to consistently raise the capability of over 1000 customer service colleagues, whilst also removing barriers to great customer journeys. As a Customer Service Manager within our Customer Outcomes Centre Of Expertise, you will play a leading role in the transition from customer service to customer experience, and work as part of the wider Customer Service Leadership Team to drive a culture of continuous improvement.

Tesco Bank believe in people so have built an environment where everyone has the support to be at their best both in and out of work. We are looking for a leader who supports that ethos and puts colleagues and customers at the heart of everything they do.

What you will bring:

The successful candidate will have extensive experience of leading large operational areas within a customer service environment, ideally within Financial Services. You will share our passion for delivering exceptional customer service, with a clear view of what it takes to consistently deliver to these standards. Your experience will enable you to influence your stakeholder network, challenge the status quo and drive meaningful change.

We are looking for a personable leader with the credibility and confidence to challenge ways of working and thinking and an ability to influence at a variety of levels.

The Role:-

• 
  Lead, support and develop the Tesco Bank Quality Monitoring team to conduct oversight and quality sampling of a range of customer journeys across Banking and Insurance products.
• Use a variety of insights to identify opportunities for improvement, whether people, systems or process and influence stakeholders to drive related change to optimise performance.
• Be responsible for the effective running of the Quality Monitoring model, ensuring all controls are operated and effective.
• Manage & report on team performance, setting appropriate performance objectives for your area and managing progress against these.
• Pro-actively identify & implement opportunities to optimise performance within the area
• Act as a Champion of the customer & colleague, influencing positive change across the business, with the aim of consistently improving what matters most to customers.
• Demonstrate a deep understanding of Financial Services regulation
• Be curious, developing a deep understanding for what & why and demonstrate awareness of external thinking to optimise how we do things.

At Tesco Bank everyone is welcome, we value our people and diverse teams and believe the variety of backgrounds and experiences make us stronger in achieving our goals. It’s important to us that we make sure you’re supported by your team and colleague networks every day, celebrating when it matters and helping you to be the best version of yourself. The people make Tesco Bank, and we take pride in what we achieve together.

We’re also a little obsessed with the future. Your future. Our future. That’s why we take development seriously; we want to help you thrive and evolve in your career. Tesco Bank is a place to get on, all colleagues have access to LinkedIn Learning and Abstract, from day one.

All that hard work? Come and see it turned into something real, usable, and important to customers’ and colleagues’ everyday lives. At Tesco Bank, our products make things a little better for everyone.

The Tesco name comes with a dedication to customer service excellence, but Tesco Bank offers something more: a fresh approach to finance. While it’s an innovation, ours is a business built on the next development, the evolution to come. For forward-thinking, technical professionals, that means making a wide-ranging and long-lasting impact in an organisation that’s changing the face of banking for our customers.