Customer Admin Team Leader

Our dedicated team of Customer Support Administrators are focused on providing the highest standard of service and achieving good customer outcomes and we are now seeking a highly motivated Team Leader to continue to drive the team forward.

Working in a busy environment, this is an excellent opportunity for an individual with previous team leading experience and a passion for motivating others to deliver brilliant service.

Within this varied role, the Customer Administration Team Leader will liase with customers via all non-voiced based communications, ensuring customer queries are responded to promptly and effectively through proactive team management.

The ideal candidate will be resilient and determined, with strong leadership experience and a natural empathy for the customer experience.

What you'll be expected to do in the role:
  • Delivery of the department’s contact strategies and objectives, through effective management of Customer Support Administrators
  • Ensure that Non-Voice communications are in accordance with practices undertaken in the Contact Centre and are delivering the right customer outcomes
  • Daily maintenance of department work queues and distribution of work across the department, ensuring appropriate prioritisation, in line with department objectives, as directed by Facilitation Manager.
  • Issuance and monitoring of Statutory notices – reporting risks and issues to the Contact Centre Facilitation Manager
  • Active management of the Administration function, ensuring the highest possible productivity, compliance and quality levels are attained
  • Coaching, mentoring and development of Customer Support Administrators
  • Recruitment & selection of new staff, working closely with the Recruitment team, as directed by the Facilitation Manager
  • Ongoing evaluation of process and procedure, making recommendations for change, that will improve customer outcomes and customer experience
What we're looking for from you:

Must have

  • Previous experience of managing a team
  • Detailed knowledge and understanding of FCA regulations
  • Experience working within a call centre environment
  • Excellent written and verbal communication skills
  • Excellent analytical and problem-solving skills
  • Elevated levels of accuracy and attention to detail
  • Comfortable working to targets
  • Confident in making decisions
  • Ability to manage high volume, repetitive tasks

Desirable

  • Experience of working within the motor finance industry
  • Intermediate Excel skills
  • Ability to analyse and interpret data
Working at Moneybarn

Working at Moneybarn is rewarding in every sense, and we believe that if we take care of our people, our business will take care of itself. As a growing company, we are always interested in hearing from people with potential. Our head office is in Petersfield, Hampshire.

We’re the UK’s largest specialist vehicle finance lender, and we’re part of the Provident Financial Group, one of the UK’s leading suppliers of credit products to the non-standard market. To find out more about us, including our history and values, click here.

Reasons to join the Moneybarn team

Ensuring we have a dedicated team is essential to our success, and we’ve worked hard to create a friendly working environment, which allows individuals to share ideas and deliver positive outcomes.

We want all employees to be able to fulfil their potential and excel in their role, so we invest heavily in training and development throughout the business. This approach enables us to nurture talent, and provide the very best outcomes for both our customers and the business.

The wellbeing of our team is incredibly important and we offer a gym, qualified instructors, keep-fit classes, Barney Bikes and regular fruit deliveries for employees to enjoy. We also run a range of regular in-house events and activities to promote interaction and communication within the company.

2017 marks Moneybarn’s 25th year of trading and we believe our continued success is driven by our values-based approach which underpins the way that we engage with our employees, customers and partners. Our values are: Fair, Approachable, Responsible & Progressive.

Benefits

We offer competitive salaries and a full employee benefit package, which includes a contributory pension, employee Sharesave and stock purchase schemes.

How do you apply?

Click on the "Apply now” button below. This will pop up an email which you can use to attach and send us your CV and covering letter telling us why this is the perfect opportunity for you.

Once we’ve received your CV and covering letter, if you’re successful at the first stage we’ll contact you to arrange an interview.

If you don’t hear from us within 7 days of sending us your application, this means you have been unsuccessful. We may not be able to provide confirmation and feedback to everyone who applies.

Important notes

  • We will keep your CV on our records for 6 months after your application
  • We will carry out full financial checks and Criminal Record Bureau checks as part of the recruitment process for all roles
  • As an employer that believes in the importance of cultural diversity in the workplace, we’ve signed up for the National Equality Standard (NES). You can find out more here.