• CIMD - Marcus by Goldman Sachs - Customer Support Team Leader – Milton Keynes

    Location(s) UK-Milton Keynes
    Job ID
    Schedule Type
    Full Time
    Consumer and Investment Management Division
    Business Unit
    UK Deposits Delivery
    Employment Type



    The firm’s Consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a startup with more than 150 years of experience. Today, we serve millions of customers across multiple products including lending, deposits, financial tools, and our partnership with Apple on Apple Card. We use innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity. As we build a leading digital consumer bank and expand into new products and partnerships, we are looking for leaders and individual contributors to join our team.


    Marcus by Goldman Sachs was launched in the UK in September 2019 to offer UK savers leading products and services from our deposits business.  Our customer care teams are based across two sites in the UK; London and Milton Keynes. 



    Are you passionate about customer services, operations, leadership, and using digital tools to provide solutions to retails?  We're looking for a customer service operations' professional to join our customer support team who wants to use their skills and ideas to create and lead new processes and teams.



    Our team of critical thinkers partners with groups in all areas of the firm to lead teams, manage processes, and improve digital tools. Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, team members play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.


    Job Summary & Responsibilities

    • Leads, manages and supervises the day-to-day operations of a team of customer support agents
    • Creates an in-depth understanding of the day-to-day responsibilities of the customer support team
    • Creates and maintains an environment with intense focus on customer satisfaction/advocacy and professional customer support balanced with consistent achievement of standard business objectives
    • Serves as a SME and coach for sound retail deposit practices
    • Provides incoming call coverage when needed
    • Provides hands on assistance to team members while serving as an escalation point for the operation's customer issues and complaints
    • Establishes schedules for customer support agents, ensuring call flow and staffing requirements are met
    • Trains, provides direction, and enforces policies and standards to help the staff achieve departmental goals and objectives
    • Employs principles and techniques as defined in the quality audit criteria, and develop and implement quality assurance standards, processes, and controls
    • Responsible for conducting internal quality audits/monitors of customer support team and assists with development and implementation of appropriate corrective action plans, training tips, and team communication to improve overall quality results,
    • Coordination of call and case quality audits and remediation plans in partnership with Training and Development leader
    • Conducts/participates in calibration session to ensure proper scoring across team members
    • Manages the individual performance of the team, rewarding behaviors and/or performance when appropriate as well as addressing performance and behavioral issues as they arise
    • Conducts weekly one-on-ones and bi-weekly staff meetings as well as on-the-spot coaching / feedback
    • Works closely with teams to ensure related processes operate efficiently and effectively and implement improvements when necessary
    • Works closely with Business Risk Manager to manage key controls and escalate any incidents/events without delay. Pro-actively identifies any new issues or risks and works to ensure suitable controls are in place
    • Recommends improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
    • Offers guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the business 


    • Proven ability to lead by example, with a positive attitude
    • Ability to lead teams and drive performance standards
    • Good interpersonal skills
    • Good analytical and problem-solving skills
    • Self-directed team player, ability to drive high performance and work independently or in a team-oriented and fast paced environment
    • Strong customer focus and a good telephone manner
    • Ability to lead teams and drive performance standards
    • Good leadership skills and the ability to motivate and develop staff
    • A desire to help others work towards targets and develop their skills
    • Ability to manage change 

    Basic Qualifications

    • Minimum of 3 years within customer services environment
    • Some product knowledge across Banking and Savings within retail banking​



    At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world.

    We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers.

    We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html

    © The Goldman Sachs Group, Inc., 2020. All rights reserved.
    Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity