Operations Supervisor, Contact Centre

Overview:

The Operations Supervisor, Contact Centre, will be based on a full-time basis from our stunning city centre office in Leeds, with the possibility of some hybrid working upon successful completion of your probationary period.

You will lead a team of Customer Service Representatives, ensuring high quality service is always provided to our clients and customers.  You will need to demonstrate excellent customer service skills and a positive, flexible attitude.

The successful candidate must have previous, demonstrable supervisory experience to be successful in this role, hopefully that’s within a Contact Centre environment, but other supervisory experience is suitable too!  You’ll need to be a leader, with team coaching experience.  

You’ll get the chance to follow your chosen career path anywhere in MUFG Pension & Market Services.  You’ll be joining a network of experienced, innovative and dedicated individuals across multiple teams and countries.  There are countless opportunities to learn new skills and develop in your career and we’ll provide the support you need to do just that.

Benefits:

26 days annual leave, plus a wellbeing day, a volunteer day, bank holidays and the opportunity to buy up to 5 days’ extra each year

Health, wellbeing and lifestyle rewards that can be tailored to support you and your family.  Everything from: Employee Assistance Programme; Discounts on retail and socialising; Travel and technology; cycle2work scheme; A host of gym and fitness subscriptions; Car Salary Sacrifice scheme

Appreciate programme: Employee recognition programme

Company Pension Scheme

Life Assurance

Medical Insurance 

Paid Maternity, Paternity, Adoption Leave, Shared Parental Leave

What you need:

As with any role, we want to find the right person and we want to make sure you know it’s the right role for you too.  You therefore need:

•    Demonstrable experience as a Supervisor is non-negotiable – hopefully within a Contact Centre environment, but it’s ok if it isn’t

•    Coaching and leading experience where you have developed and supported your team

•    Exceptional verbal and written communication skills, with an ability to build and maintain relationships with a variety of colleagues, clients and customers at all levels

•    To consistently demonstrate integrity, professionalism and respect with colleagues, clients and customers

•    Excellent attention to detail ensuring accuracy and a ‘right first time’ approach for you and your team

•    Outstanding time management skills, showcasing flexibility and the ability to manage various processes independently

•    Professionalism demonstrated through an in-depth understanding of excellent customer service

•    Strong problem-solving abilities with the capability to resolve complex issues whilst serving as a point of escalation for others within the wider team

•    A willingness to take on additional responsibilities whilst promoting a strong team ethic

•    To take ownership within your current role, showing commitment to the business

•    Dedication to proactive self-improvement and the ability to provide evidence of this commitment

Nice to have:

•    Contact Centre supervisory experience within a financial services environment

Day to Day, you will:

•    Supervise a team within the Contact Centre, leading, developing, growing and supporting them to enable a best-in-class service to be provided to clients, customers and colleagues

•    Simplify, deliver and grow through process optimisation and customer focus using innovation and technology

•    Develop and maintain expert knowledge of our products and procedures, ensuring this knowledge is always current

•    Identify opportunities for process improvements that enhance the customer and client experience, collaborating with peers to implement these changes

•    Ensure compliance with agreed procedures and Service Level Agreements (SLA’s), to meet the high standards recognised at industry level

•    Assist the Operations Assistant Manager in planning, monitoring and coordinating workloads to ensure the team has the appropriate resources and skills to maintain performance standards

•    Conduct annual employee reviews and monthly 1-to-1 meetings, supporting the setting of objective goals

•    Implement development and training plans to maximise staff potential, addressing any concerns regarding team and individuals’ performance

•    Communicate key information and business initiatives through huddles and team meetings

•    Ensure key controls are executed within their due month and follow through on any highlighted or addressed issues to resolution

•    Maintain full compliance with internal and external procedures, as well as FCA regulations and in accordance with the CASS rules framework

The above list of key accountabilities is not an exhaustive list and may change from time-to-time based on business needs