Team Leader Customer Service Norway (Stavanger)
- Application Deadline: May 31, 2023
- Stavanger
As Team Leader for Customer Service, you will be managing customer service for Auto, Sales finance, Consumer Loan, Credit Cards & Deposit – that include daily operations and workforce. You will be responsible for maintaining good customer service and prioritizing daily work task´s based on volumes and resources efficiently.
In addition to maintaining customer service communication, you as a leader is also responsible for good communication between internal stakeholders such as other Operations teams, AP/AR, IT, Collections and other departments in Santander.
Ensuring an effective and collaborative communication between Commercial, Risk and other stakeholders in order to share insights and developing the product portfolio together is important.
Seeking and executing process improvements and development, create drivers and incentives within the team.
To succeed in this role, you must be part of and actively work for a stronger Nordic organization and build relationships with various stakeholders.
Your tasks will include, but not be limited to the following:
- Monitor & Managing Customer Service In daily Operations
- Managing workforce to handle inbound inquiries via phone, e-mail, chat
- Responsible for in inbound Insurance and cross sales
- Responsible for back-office related tasks
- Participating into service channel development
- Improving the customer service processes
- Manage Daily issues and ensure operations run smoothly
- Responsibility for the employees; Monitoring the performance and managing development
- Managing & Coaching the Team
- Service quality follow-up; Listening to calls, Complaint handling and checking written communication
- Ensure IDD call listening & reporting
- Ensure ICM control and evidence control upload
- Providing support and presence for the team daily
- Providing resources and supporting related Test & Projects
- Ensure right staffing & ongoing recruitment (to reach FTE Target)
- Ensure the team continuously makes RPA & simplifications hours
- Salary reporting
- Analyze & improve Reporting
- Create status Monthly reporting and updates
- Ensure to update & Improve Sandrine Chatbot (Analyze conversation)
Skills & Requirements
Personal Characteristics
- Self-driven, proactive and curious
- Goal oriented
- Highly organized and solution oriented
- Both commercial and risk awareness –mind-set
- Keen to provide great customer service
- Ability to work both strategically and be a doer
- Capable of seeking ways to improve processes
- Team player with good interpersonal skills. Takes lead and maintains a strong efficient team
- Able to coach, motivate and manage the Team
- A positive mind-set & openminded
- Enable to juggle many tasks simultaneously
Competencies and Skills
- Strong Customer Service skills, understanding and ability to organize & prioritize in daily work.
- Strong people management skills
- High Stakeholder Management
- Very good business understanding, ability to analyze the business with focus also on details
- Great communication and collaboration skills
- Good structure
- Fluent in written and spoken Norwegian
- Adequate skills in English language
Preferred Experience & Education
- +3 years with relevant work experience preferably within bank/financial sector
- +1 years of leadership skills and/or senior team member role and/or project/process management experience
- Previous work experience within Operations or Collections is preferred
- Education in business school; vocational qualification in business and administration or similar
- BA or higher business education preferred
We offer
- An opportunity to work in a large, high-performing international company, in a dynamic environment that is constantly changing
- A corporate culture that is professional and dynamic, yet informal. Bureaucracy is kept to a minimum, as we expect our skilled employees to make long lasting and impactful decisions to shape our future
- Highly competent, dedicated, and friendly co-workers with strong collaboration across the Nordics
This position is located in Stavanger.
Interested?
If you have the right profile and enthusiasm, please submit your application and CV as soon as possible, Applications are considered on an ongoing basis, but latest 31st of May 2023
If any questions feel free to contact Head of Customer Service, Charlotte Moos.
Great Place to Work
Innovative and looking to the future
We invest in you
Employee benefits and discounts
Dynamic work environment
Engaged colleagues
Social events for all employees
BeHealthy | Your health is important to us
Competitive insurance and pension plans
We give back to society
Gode pensions- og forsikringsforhold
Vi investerer i din udvikling
Vi giver tilbage til samfundet
Medarbejderfordele og rabatter
Dedikeret kollegaer
Globale muligheder
Sociale arrangementer for alle medarbejdere
Innovativ og fremadtænkende virksomhed
Gode forsikrings- og pensjonsordninger
Sosiale arrangement for alle ansatte
BeHealthy | Din helse er viktig for oss
Innovativt og fremtidsrettet selskap
Vi investerer i deg
Vi gir tilbake til samfunnet
Personalgoder og rabatter
Dynamisk arbeidsmiljø
Engasjerte kolleger
Sociala evenemang för alla anställda
Dynamisk arbetsmiljö
Vi ger tillbaka till samhället
Konkurrenskraftiga pensioner & försäkringar
Innovation, förbättring och utveckling
Globala möjligheter
Friskvård - din hälsa är viktig för oss
Engagerade kollegor
Personalförmåner via Benify
About the company
We are a Nordic bank with more than 1,200 colleagues in Sweden, Norway, Denmark and Finland, and proud to be part of Banco Santander, one of the largest banks in the world with a solid history going back more than 160 years.
Our purpose is to help people and businesses prosper and we aim to be the best retail and commercial bank, earning the lasting loyalty of our people, customers, shareholders and communities - through simple, personal and fair banking.
In our organization we foster and value an engaged, challenging and passionate environment that provides opportunities for personal and professional growth. We operate in an ever changing environment, and believe the key to success is innovative involvement, a playful approach to active learning and continuous improvement in our daily work.
We are firmly committed to being a responsible bank in the way we operate, our culture, caring for our environment and giving back to society. Banco Santander is recognized as the most sustainable bank in the world following the publication of the Dow Jones Sustainability Index (DJSI) for 2019.
Read more about responsible banking on our global webpages.
Santander Consumer Bank is one of the largest Nordic banks providing loans and credits, credit cards, deposits and insurance to private customers.
To learn more about Santander in the Nordics, please visit our local webpages
https://www.santanderconsumer.no/
https://www.santanderconsumer.se/om-oss/
https://santanderconsumer.dk/om-os/
https://www.santanderconsumer.fi/
TA Nordic Bank with global strength
TPart of Banco Santander – one of the world’s largest financial institutions
TBanco Santander’s history goes back more than 160 years
TWorld’s Most Sustainable Bank 2019 (Dow Jones Sustainability Index 2019)
TOver 1200 employees across the Nordics
TWe serve over 1.6 million customers
TStrategic partnerships with over 10 000 car dealers, merchants and brokers
TInnovation is key to our future success
TBanco Santanders historie går mere end 160 år tilbage
TVerdens mest bæredygtige bank 2019 (Dow Jones Sustainability Index 2019)
T1.200 ansatte på tværs af Norden
TOver 1.6 mio kunder
TStrategiske partnerskaber med mere end 10.000 bilforhandlere, indkøbere og brokere
TInnovation er nøglen til vores fremtidige succes
TVi leverer digitale kundeoplevelser
TEn Nordisk bank med global styrke
TEn del af Banco Santander – en af verdens største finansielle institutioner
THistorien vår går tilbake til 1963 i Norge
TOver 600 000 kunder og 3500 partnere i Norge
T50/50 fordeling menn og kvinner
TOver 600 000 kunder og 3500 partnere i Norge
TStørst på billån i Norge
TFremtidsrettede | Først ute i Norge med ApplePay
TVi er dedikert til å være en ansvarlig långiver!
TInnovative | Vår siste nyvinning SHFT – en abonnementsløsning for bil
TEn nordisk bank med global styrka
TDel av Banco Santander - en av världens största finansiella institutioner
TBanco Santanders historia går tillbaka mer än 160 år
TVärldens mest hållbara bank 2019 (Dow Jones Sustainability Index 2019)
T1200 anställda i Norden
TVi servar över 1,6 miljoner kunder
TInnovation är nyckeln till vår framgång
TVi levererar digitala kundupplevelser i framkant
Charlotte Moos | Contact Person
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