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Customer Relationship Team Lead - Dublin South


Customer Relationship Team Lead - Dublin South

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:

The key focus of the role is to provide a highly professional, friendly and best in class service to our business and personal customers. Your Role will be managing the Branches within a Cluster and developing a developmental plan for all the Welcome advisors in your Team, while ensuring the Branches operate in a compliant efficient and customer focused manner. Your role is also ensuring that a robust referral process is delivered.

Here in Bank of Ireland we are committed to ensuring that our customers feel the difference when they interact with us. This relentless focus on the customer is underpinned by our commitment to delivering a differentiated customer experience through the development of a series of service and channel enhancements. With the customer experience underpinning everything we do, it is essential we hire talent that recognises its importance.

Key Accountabilities:

  • Responsibility for security of value in base branch and smooth running of cash/customer service operations.
  • Adhere to all compliance and security procedures.
  • Goals/Reviews for team in cluster branches.
  • Deployment of staff within cluster to ensure smooth operation of branches.
  • Coach, advise and offer advice on operational issues within cluster.
  • Educate the customers to move to online and self-service options.
  • Leadership of the customer agenda across the frontline service staff.
  • Provide an exceptional customer experience in every interaction contributing to a positive NPS score.
  • Management (and escalation if necessary) of branch complaints.
  • Develop an effective referral process, leading and coaching frontline staff to ensure they generate quality referrals to Direct / Sales Advisors.

What is the Opportunity?

  • This is an exciting opportunity to work with a developing Cluster and Team, to manage and coach staff members in order to grow and develop. The successful candidate will also have an opportunity to manage the compliance and regulations for each of the branches within the cluster, to lead staff members in delivering a robust referral process.

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 therefore QFA is the required qualifications.

Essential Skills and 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.
  • Understanding ofBranch Banking.
  • Compliance and Regulatory procedures.
  • People Management skills essential.
Key Competencies:
  • Customer Focused - People Manager
  • One Group, one team - People Manager
  • Agile - People Manager
  • Accountable - People Manager
  • Champion Transformation - People Manager

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.

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

Closing date: Jul 26, 2019
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