- Title: Branch Supervisor
- Reporting to: Operations Lead
- Term: 12 month fixed term
- Location: Coill Dubh
Role Overview:
As a Branch Supervisor, your primary responsibility is to ensure that a first-class service is provided to all members of the Credit Union across all available channels (face-to-face, by Telephone, or online) by managing the front-line team across the Branch Network.
Key Duties and Responsibilities:
- Proactively manage Member Service Officers' workload, rotas, targets, quality of work, and performance.
- Manage the integration of our new banking platform and all associated tasks and projects.
- Ensure cash management for the branches is managed in line with cash guidelines.
- Support the frontline team by holding a cash position as and when required.
- Manage Cash Rooms.
- Ensure adherence to the Credit Union's training and development for all team members in conjunction with the Learning and Development Manager.
- Effectively resolving member queries through first call resolution, minimising the requirement to refer calls to other departments.
- Delivery of KPI’s as set out in Croi Laighean Credit Union's strategic plan.
- Conducting regular reviews to ensure quality standards are being met.
- First point of contact for any member grievances initiated through member services.
- Ensure policies and procedures are fully implemented and adhered to.
- Provide quality reporting on the performance of the team to the wider team.
- Promote the Credit Union at every opportunity, taking part in branch and community events.
- Improve member experience by ensuring high-quality services are provided to members with a focus on service quality, member satisfaction, and productivity.
- Monitor and measure member service standards.
- To undertake such other reasonable and lawful duties as may be directed from time to time by Management.
Ideal Candidate will Possess:
- QFA/APA qualification preferred. CLCU will support the study where relevant.
- Strong organisational and time management skills
- Flexible and adaptable with a positive attitude to change
- Excellent attention to detail, communication skills, both verbal and written, and numerical skills
- Customer-focused, with a friendly and professional manner
- Ability to perform under pressure and work on own initiative as well as part of a team.
- Ability to multitask and prioritise work to comply with any prescribed service level agreement
Job Type: Full-time
Benefits:
- Additional leave
- Bike to work scheme
- Company pension
- Employee assistance program
- Sick pay
Application question(s):
- What are your salary expectations?
- Do you hold a QFA qualification, or are you willing to pursue this in the future?
Experience:
- customer facing: 1 year (required)
Work authorisation:
Work Location: In person
