Corporate Support Team Leader

About Us:

The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It’s the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds and work across a huge range of disciplines and locations, and find empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It’s a job that’s never mattered more, and a career that can take you anywhere you want to go.

Our commitment to diversity and inclusion in the workplace:

At the FT, we give all employees a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

About the role:

The Corporate Support Team Leader is essential in delivering unparalleled support and service to FT Professional customers. As the driving force behind the CS frontline team, this position ensures that services are delivered accurately and efficiently across all customer touchpoints. The Team Leader significantly influences customer satisfaction through the meticulous oversight of daily operations, the strategic development of customer care initiatives, and the refinement of operational procedures. This role involves adept coordination with internal technical teams and other departments to swiftly resolve complex technical issues, thereby ensuring uninterrupted service. Moreover, the Team Leader is instrumental in elevating service delivery standards through thorough analysis, the introduction of innovative process enhancements, and proficient management of customer interactions across multiple channels.

Responsibilities:

• Customer Care Excellence: Upholds superior standards of customer service in line with SLAs, quality benchmarks, and customer satisfaction targets. Actively engages in direct customer support, setting a high standard for the team.
• Leadership and Supervision: Leads the Corporate Support team with a focus on high performance and quality service delivery. Ensures tasks are executed proficiently and meet service level agreements (SLAs). Fosters a collaborative and positive team environment to drive efficiency and effectiveness.
• Team Development: Invests in the growth and motivation of the Corporate Support associates. Provides coaching and feedback to aid in their professional development and ensure they are equipped to meet customer needs.
• Training and Development: Collaborates with the Training and Quality Assurance teams to pinpoint training needs and skill gaps. Develops and implements training programs to enhance team capabilities and performance.
• Process Optimization: Continuously assesses and refines customer care processes. Identifies areas for enhancement and implements strategic changes to elevate the customer experience. Proactively addresses inefficiencies and recommends solutions to improve overall service delivery.
• Performance Reporting: Regularly compiles and analyses performance data. Maintains accurate records and ensures that monitoring tools and databases are kept up-to-date. Utilises insights from data to guide decision-making and strategy development.
• Multi-Channel Support: Engages with customers across all communication platforms including phone, chat, and email. Ensures a seamless and responsive customer service experience, reflecting a commitment to excellence in every interaction.

Case Management: Takes charge of escalated issues from various customer segments and internal teams, ensuring timely and effective resolution. Serves as a key point of contact for complex technical problems, coordinating with relevant departments to address customer needs.

Core Competencies:

• Effective Leadership: Exhibit strong leadership skills, including work delegation, performance assessment, and staff development, ensuring a motivated and productive team environment.
• Mentorship: Offer continuous guidance and support, promoting team members' professional growth and skill enhancement.
• Problem-Solving and Decision-Making: Demonstrate acute analytical skills to identify issues, evaluate solutions, and make informed decisions.
• Strategic Planning: Skillfully manage resources and priorities to achieve goals efficiently and effectively.
• Collaboration: Foster a culture of cooperation within the team and across the organisation, enhancing overall performance and service delivery.
• Effective Communication: Communicate effectively, adapting messaging for different audiences and ensuring clear, persuasive, and impactful interactions.
• Adaptability and Innovation: Embrace and drive change, encouraging innovation and adaptability in team members to navigate organisational developments successfully.

Inspirational Leadership: Lead by example, inspiring team members to emulate behaviours and practices aligned with the organisation's values and goals.

Customer Care Values:

• Customer-Centric: We put the customer at the heart of everything we do, going above and beyond to deliver the gold-standard service our customers expect and deserve.
• Collaborative: We believe in the power of individuals and teams working together across different roles and responsibilities in a respectful and open minded way so that we can deliver the best customer outcomes.
• Accountable: We act with integrity, whilst taking responsibility for our performance and personal growth, to ensure that we give our best to both customers and colleagues.
• Resilient: We are adaptable, flexible and brave, maintaining a positive attitude during times of challenge and change, so that we can respond to the needs of our customers and the FT.
• Effective: We are creative and productive whilst remaining focused on our goals with a results driven approach so that we deliver the right outcomes for our customers and for the FT.

What’s in it for you? Our Benefits:

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), health coverage (medical, dental & vision insurance), 401k and company match, enhanced family leave packages, and Giving Back opportunities. Full details of our benefits can be found here. 

Further Information:

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, please contact a member of our HR team who will be happy to help.