Customer Service Team Manager

  • De Volksbank
  • Utrecht, Netherlands
  • Jul 17, 2017
Full time Customer Service

Job Description

About the function
If Team Manager give operational guidance to a team of SNS Customer employees (14-20 FTE). You guide and coach your employees continuous best brings them improve upward and causes performance. You send while on concrete results and agreements. 
One of your responsibilities is to create an optimal working environment for your employees. Attention to customer-centric. Furthermore wear your responsibility for the processes and procedures to use and provide input for the annual plan. In a dynamic environment you give an example by themselves to operate customer contact. 

Tasks and responsibilities
  • Guiding of the staff and thus the tilting of the SKS which powers / mandates to be assigned to the personnel, so that First time fix and hence customer satisfaction can be increased.
  • Optimizing knowledge and processes to provide input to employees of the Department Knowledge, Quality, Training and Workforce Management.
  • Implementation of and provide input to the operational year plan SKS and managing the department budget.
  • Achieving the targets for increasing the NPS and customer satisfaction score for SKS.
  • Achieving set business objectives focused on the sale of checking and savings accounts, investments and insurance, and the generation of new agreements (leads) for complex products.
  • Analyzing the quality based on submitted reports and customer feedback talks with the aim of improving the organization.
  • Numerical analysis of flow of information (such as call and mail offerings, promotions, mailings) and financial flows with regard to the commercial contribution to the market areas.
  • Providing information and advice for solving operational and tactical issues overcrowding, range and performance of the team.
  • Self conducting customer calls from a foreman from principle and the principle of "being close to customers and employees."

We ask
  • Minimum of a bachelor degree
  • Minimum 3 years experience as a manager of an in-house customer contact center.
  • Leadership experience in direct management, coaching and developing employees with direct customer contact.
  • Proven commercial experience.
  • Demonstrated experience in the development of employees (as coach)
  • A flexible attitude towards working hours and willing to work one night a week and occasionally a Saturday (about 6 times a year).
  • Experience in financial services
  • WFT-Basic and General certified or willing to achieve this within six months. 
You are people oriented, tackles structural problems and have an eye for quality. You have a lot of experience with 'customer experience' and are result oriented. You have courage and are not prone to hierarchical relationships but you are diplomatic and respectful to customers, employees and organization. You are able to identify problems within the organization and to influence it. You live the Manifesto and encourages employees to do the same with conscious choices. You show exemplary behavior by including themselves have customer contact. 

What you get from us? 
Volksbank is different from others. We are an informal organization. We choose a good balance between work and leisure (such as The New Work). Personal responsibility is our top priority. Of course you get an attractive benefits package: a good salary, 13th month and plenty of space for training and development. 

SNS is the fourth bank in the Netherlands, or the smallest big bank. We are big enough to change anything in the sector and small enough to be decisive and very human. SNS is going to do it differently and wants to be a recognizable another bank. We believe that banking can and should be a lot more normal. We want to offer comprehensive products with tangible benefits for the customer. And no bank language, but human language. We will restore banking surprisingly normal. 

The Volksbank goes with brands SNS, ASN Bank, Regions Bank and BLG Wonen the challenge to bring the human dimension in banking. Together we want to redesign the current banking landscape in the Netherlands and sincerely put the best interests of our customers to make responsible choices in our business. With some 3,000 colleagues we are full of confidence and optimism to achieve this ambition. Do you have the guts to contribute to a change in the banking industry? Come help build our new bank and make a difference for our customers.