Online Customer Support Manager

• Lead, manage and develop the Digital Channels Team to always achieve good client outcomes while delivering growth and efficiency
• Maintain guides, process flows, training videos and templates for use throughout the team on various systems and processes
• Manage and maintain Digital Channels operations processes, ensure they are being consistently followed and always look for improvement
• Create timely, relevant and meaningful MI for the business unit including, but not limited to, MI for the Brewin Portfolio Service and MyBrewin
• Track and monitor Customer Service Team performance KPIs, analysing and summarising data and trends
• Work collaboratively with our 1LOD and 2LOD Risk Teams to ensure adequate risk controls and identify any gaps and improvements
• Work collaboratively with our internal and external auditors, to ensure we respond and track all requests
• Work collaboratively with our Complaints Teams to ensure we deliver exceptional Customer Support, identity and resolve any issues in a timely manner
• Be a key point of contact across for the business for Brewin Portfolio Service and MyBrewin operations and process
• Maintain a close working relationship with Vendors and influence enhancement and improvement within our use of the systems
• Keep and maintain a meticulous working knowledge of the Brewin Portfolio Service and MyBrewin
• Actively participate in any necessary Business Development activities and encourage team engagement
• Take responsibility for own development through training and CPD, with regard to industry changes, legislation and regulation
• Have a good understanding of the group strategy and Team business plan
• Help the team develop, both individually and collectively, through development conversations, coaching and feedback

• Proven experience in a business role with comparable responsibilities within financial services
• A strong client-focused mindset and a passion for delivering an excellent customer experience
• High levels of emotional intelligence and empathy
• Ability to manage and develop a team
• Strong communication skills
• Strong analytic skills and excellent numeracy abilities
• Strong MS office skills
• Self-motivated, ambitious and decisive
• Team player with first rate people skills
• Experience working in a business undergoing significant change is highly favourable
• A creative individual that uses their skills to bring new ways of thinking to digital customer experience
• A curiosity to streamline and improve processes

Experience working in a business undergoing significant change is highly favourable

• Leaders who support your development through coaching and managing opportunities
• Opportunities to work with the best in the field
• Ability to make a difference and lasting impact
• Work in a dynamic, collaborative, progressive, and high-performing team