Join Chase, a part of the JPMorgan Chase family, a global leader in traditional and digital financial services. We operate with a start-up mentality within a leading financial institution, aiming to ethically disrupt the UK financial services market. Our goal is to empower our customers with our innovative mobile banking app, backed by a supportive customer service team. Our team is dedicated to creating customer-centric offerings in this exciting new venture.

As an Account Supervisor within our International Consumer Business, you will play a pivotal role in managing and developing a team of specialists. You will have the opportunity to shape customer experiences through various channels, promote team performance, and contribute to our Talent Management Strategy. Your role will involve handling customer escalations professionally, participating in projects that deliver business and people priorities, and identifying opportunities for operational efficiency. This role offers the chance to make a significant impact within a leading global financial institution.

Job Responsibilities:

Support specialists as they service customers through various channels that include telephony, chat and cases in resolving general account maintenance/management concerns, which includes disputes/claims and complaints. Manage employee and team performance by coaching to behaviors that impact key performance indicators. Regularly conduct staff meetings, individual coaching conversations and reviews.Manage work schedules and overtime hours for the team, making sure that all shifts are coveredParticipate in the firms Talent Management Strategy through internal and local discussions with Division Leads on Talent Identification and Reviews.Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAsHandle customer escalations and complaints in a professional and efficient mannerParticipate local and division projects/initiatives/workstreams that are aimed delivering business and people priorities.Analyze data to identify trends and recommend system and/or process improvementsIdentify opportunities for cost savings by reducing unnecessary expenses or increasing efficiency in operations

Required qualifications, capabilities, and skills:

Must be willing to work in rotating schedules and shiftsMust be willing to work in an environment that supports customers on both phone, chat, cases and back office channels.Minimum 5 years of contact centre experience, and a minimum of 1 year banking/financial experience.Minimum 2 years people leadership/team management experience supporting contact center operations