Team Manager Coutts 24, Client telephony Team
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I have been in this role since February 2006, previously I worked within the group at a credit card centre in a similar role. I am Team Manager for the online banking helpdesk and have about 15 staff to look after. The role itself is very varied and flexible and I work rotating shifts, starting work between 8.00 and 12.00 and finishing between 4.00 and 8.00. At occasional stages of the shift pattern, I work 12 hour shifts but then I get 2 days off in the week, which is great.
What is a typical day like in your office?
My days are quite varied and will often depend on what shift pattern I am working to. My main activities during the day include checking in on the night team to talk through what kind of night they have had, if they have experienced any problems or require any help and offering them support if required. I undertake the day to day maintenance of the team, ensuring we have a full quota of staff available to take client calls, having one to one’s with staff, doing return to work interviews, coaching and call monitoring, and providing a point of reference for my team.
Sometimes I get involved in projects which affect our team such as the online banking project which is looking to enhance and update what we offer to our clients and also the Coutts commercial online banking project. I also get involved with staff recruitment, completing telephone interviews, attending assessment centres and face to face interviews with candidates. We liase quite closely with the front office teams in Coutts especially Private Bankers as we are all working together to provide the best service to our clients.
What do you like most about working for Coutts?
The Coutts Brand and exclusivity is really impressive and I like the reaction I get when I tell people that I work for Coutts. I love working in the Strand, there is a great buzz there and it is a great environment to work in. The Banking Hall is beautiful and the client events we host are brilliant. I really feel part of the organisation and get a great sense of job satisfaction, I feel I can make a difference here. We have great clients who I feel appreciate what we do for them.
There are plenty of opportunities for development and progression for individuals if they want to work in different areas of Coutts. As a bank, we are really forward thinking and modern and have a high quality of staff, clients and products which make Coutts a great place to work.
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