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Application Deadline: May 24, 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 24th of May 2023

If any questions feel free to contact Head of Customer Service, Charlotte Moos.

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

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.

A Nordic Bank with global strength

Part of Banco Santander – one of the world’s largest financial institutions

Banco Santander’s history goes back more than 160 years

World’s Most Sustainable Bank 2019 (Dow Jones Sustainability Index 2019)

Over 1200 employees across the Nordics

We serve over 1.6 million customers

Strategic partnerships with over 10 000 car dealers, merchants and brokers

Innovation is key to our future success

Charlotte Moos | Contact Person
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Deadline: 02-05-2024

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