Chair, Furniture, People, Person, Conference Room, Indoors, Meeting Room, Room, Cafeteria

Customer Relationship Team Lead

Dublin

Customer Relationship Team Lead

Dublin | Ireland

Bank of Ireland`s ethos is to put the Customer at the centre of everything we do. We strive to consistently deliver this ethos through a relentless focus on relationship management and delivery of an integrated enhanced customer offering through our Advisors.

Purpose of the Role:

To manage and lead a Team through coaching to ensure all staff are delivering a professional service as well as mentor all new entrants and work with them to develop their IDPS.

The Opportunity:

This is an exciting opportunity to work with the Leadership Team in the area and also to work alongside the Head of Operations in ensuring all requirements are met to ensure both our Customer Colleagues and Communities Thrive.

Key Accountabilities:

  • Responsibility for security of value in base branch and smooth running of cash/customer service operations.
  • Coach, advise and offer advice on operational issues within cluster as well as manage Goals/Reviews for the team in cluster branches
  • Deployment of staff within cluster to ensure smooth operation of branches
  • Educate the customers to move to online and self-service options;
  • Provide an exceptional customer experience in every interaction contributing to a positive NPS score;
  • Management (and escalation if necessary) of branch complaints

Essential Qualifications:

  • Minimum of 5 passes (minimum Grade D) in Ordinary Level Leaving Certificate subjects, including Maths and English, or equivalent or superseding qualification
  • Minimum Competency Code (MCC) applies to this role
  • QFA or APA

Essential Skills & Experience:

  • Strong customer focus and a proven commitment to the customer excellence standards at all times
  • Proven track record in Regulatory and Operational requirements
  • Proven track record in identification of Sales Leads and Referrals
  • Self-motivated with demonstrated drive and enthusiasm

Desirable Qualifications, Skills & Experience:

  • Third Level Qualification in a relevant discipline
  • People Management Skills
  • In depth Regulatory and Risk knowledge around the branch network.
  • Experience with dealing with Customers, Complaints and Queries.
  • Working with the Leadership Team in ensuring the smooth operational running of 4 branches.
  • Managing and creating a robust Referral system to support our Business Needs

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles will not be accepted for this role.

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

Closing date: Oct 22, 2018
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