Team Lead in Customer Service Unit

Join our team as a Customer Service Team Lead!

What You Will Do:

• Ensure that CSU employees provide high quality service and customer experience for customers in all communication channels

• Ensure efficient and relevant sales performance provided by CSU teams

• Deliver fulfillment of individual and CSU teams targets – both - OKR’s and KPI’s

• Foster the growth and potential of subordinates: deliver timely and constructive feedback on results, leverage regular 1:1 session as coaching opportunity

• Manage employees access rights, follow and ensure data quality, CRM and Banking systems usage according to existing quality standards, processes and procedures with focus to minimize employees personally made mistakes

• Make sure customers’ requests to be solved on timely and high-level quality

• Lead proactively raise concerns to Customer Experience Unit regarding customer feedback received on relevant improvement opportunities as well as gaps in customer experience processes

• Take part and provides input for activities/projects related to CSU efficiency and customer service excellence

• Collaborate with other CSU Team Leads, CSU Project Coordinators, and other stakeholders, both locally and in pan-Baltic level

• Report and proactively approach direct unit manager regarding risks and opportunities acknowledged in CSU business performance

• Promote and execute a risk culture in the team that addresses risk awareness and risk-taking behavior

What We Expect: 

• Prior 1-3 years of managerial experience preferably in Finance sector

• A proven track of experience in sales, including demonstrated ability to consistently achieve and exceed set sales targets

• Knowledge of banking products and customer service processes would be considered an advantage

• Entrepreneurial mindset along with great negotiation & problem-solving ability

• Planning & prioritizing skills, including budget management

• Coaching and people development skills

• Prior experience in cross functional and cross border cooperation

• Solution and result orientated mindset

• Category B driving licence and flexibility to occasionally visit different office locations in Vilnius.

• Fluent Lithuanian and English are required in spoken and written communication due to working on the Pan-Baltic level 

What We Offer:

• Flexibility. Flexible working hours, remote work and a possibility to work from anywhere in the EU, Iceland, Switzerland and the UK (in total 90 days per year)

• International teams. Teams that go outside Pan-Baltic borders where people value challenging work together with good humour and having fun

• More vacation. Additional week of vacation are available to all employees who have been in the company for 1 year or more

• Volunteer time off. We care about giving back to society, therefore, you will get additional days off for volunteering purposes

• Paid leave. We are proud of our employees who are participating in military training. Therefore, Luminor offers 30 fully paid calendar days for military training every year

• Health benefits. A competitive benefits package in addition to your salary that includes health insurance after the first 3 months pass in all three Baltic states as well as Health days in case of your absence due to sickness without a doctor's note needed

• Wellbeing. Access to tools and resources that help to feel good and be productive at work and in life

• Professional growth. Internal and external training programs, workshops, conferences, online training etc.

• Gross salary. 3510-4800 EUR/month, which is to be determined depending on your level of experience and competencies

The application deadline is 10th of October. We are looking for a candidate primarily already located within the Baltics please apply with your CV in English and PDF format!