Team Leader

Introduction

We're a leading financial institution, a key player in the Maltese market and part of a highly diversified multi-national group of companies. Employing a team of 270 employees, the Bank offers a full range of lending and savings solutions to both personal and business customers. We strive to offer a highly personalised service through our network of twelve retail branches spread across the Maltese Islands.

We're a team of inspired people who believe that opportunities start with a conversation.

Duties & Responsibilities

You will be responsible for:

  • lead, motivate and develop the team in order to achieve set performance objectives through effective use of resources on a daily basis;
  • ensure a homogeneous high-level service delivery and a high-level of customer satisfaction through the various channels available, whilst being always on the lookout for new improvements;
  • conduct on-the-job training and coach the team depending on the Team’s needs;
  • train and motivate the team as they answer to queries, handle feedback, and provide support for customers;
  • conduct call monitoring to assist agents whilst providing feedback and coaching to improve performance and quality calls;
  • assisting in the development of Customer Care procedures and workflows to keep them up to date to ensure consistency and efficiency;
  • utilise customer quality measurement tools effectively, to monitor customer satisfaction and propose recommendations for improvements to line Manager;
  • assist in developing customer care centre campaigns and initiatives;
  • participate in the planning, and track Team’s results and output against stated objectives whilst taking corrective action if required;
  • embrace, promote, and manage a compliance culture within the team, in line with Bank’s procedures and all other relevant regulatory requirements;
  • ensure that set deadlines are adhered to and appropriately managed;
  • consistently promote the Bank’s image, products, and services even outside standard working hours;
  • ensure that team members promote the Bank’s products according to customers’ needs and effectively refer leads to other units within the Bank;
  • assist agents to follow up on customer’s requests and direct them to the channels they require;
  • perform other related assignments/projects as requested by management’ and
  • instil a customer focused change environment with a culture of continuous improvement.

Competencies & Experience

The potential candidate should be reliable and trustworthy, well-organised with a disposition to learn and have a team-oriented approach.

You must:

  • have a positive attitude and be adaptable to change;
  • possess leadership and people management skills, with assertiveness and self-confidence;
  • keep customer experience (both external and internal) at the forefront of all actions performed;
  • lead by example and adopt a ‘hands on’ approach to work;
  • be able to perform on own initiative, able to multitask and remain calm under pressure;
  • be results oriented;
  • be meticulous with attention to detail;
  • be a team player with good networking skills;
  • eager to learn and well organised;
  • have good verbal and written communication skills; and
  • have a minimum of 2 years’ experience working in a customer service environment.

Apply Now

Thank you for your interest. Please complete the form below and we’ll look to get back to you as soon as possible.

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