Marcus by Goldman Sachs, Team Leader, Analyst, Birmingham

Lead, motivate & develop a team 12 – 15 customer support agents.

Ensure team performance expectations are being met by coaching and enabling direct reports to be successful in role.

Use data to understand agent level performance, identify trends and action plans to support improvements.

Identify opportunities to improve customer journeys, actively encouraging your team to do the same.

Provide inbound support and handle customer escalations when needed.

Embed advocacy for the consistent delivery of exceptional customer service across your team with intense focus on customer satisfaction/advocacy and professional customer support balanced with consistent achievement of standard business objectives

Take ownership of customer enquiries and respond to escalated customer issues in accordance with agreed procedures

Act as an escalation point for customer issues and complaints, providing hands-on assistance by taking over calls where necessary