Full-Time
Contact Centre Team Manager
Customer Support
Posted on 10/31/2025
Goldman Sachs
10,001+ employees
Global investment banking, securities, asset management
No salary listed
Milton Keynes, UK
In Person
 Customer Experience & Support (4) |
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- Previous experience of managing a contact centre team, preferably in Financial Services/Retail Banking or other customer facing regulated environment.
- Demonstrable experience in coaching teams to achieve expected KPI’s using recognised coaching models to achieve this.
- Ability to create a positive team working environment that supports the retention & development of great customer service agents.
- Strong understanding of contact centre metrics and proven track record of achieving these.
- Ability to manage your own workload whilst balancing the needs of the customers and your team.
- Excellent analytical & problem-solving skills. Ability to think creatively and change approaches to deliver better outcomes.
- Ability to stay calm and focused whilst delivering on multiple priorities.
- Lead, motivate & develop a team 12-15 customer support agents.
- Ensure team performance expectations are being met by coaching and enabling direct reports to be successful in role.
- Use data to understand agent level performance, identify trends and action plans to support improvements.
- Identify opportunities to improve customer journeys, actively encouraging your team to do the same.
- Provide inbound support and handle customer escalations when needed.
- Embed advocacy for the consistent delivery of exceptional customer service across your team with intense focus on customer satisfaction/advocacy and professional customer support balanced with consistent achievement of standard business objectives
- Take ownership of customer enquiries and responds to escalated customer issues in accordance with agreed procedures
- Provide hands on assistance to team members while serving as an escalation point for the operation’s customer issues and complaints
- Collaborate & support peers to ensure consistency in leadership across all front-line teams.
- Work with broader business partners to ensure resource requirements are met, schedules are adhered to, and changes are well managed into the area.
- Develop a deep understanding of day-to-day expectations of own role and that of direct reports.
- Ensures agent and team controls are managed daily, weekly, and monthly whilst pro-actively logging and escalating any new issues or risks.
- Take shared responsibility with the other team managers for real time operational performance, ensuring that service level targets are achieved as set by the business
Goldman Sachs delivers financial services across investment banking, securities, and asset management to corporations, governments, financial institutions, and high-net-worth individuals. Its offerings include advising on mergers and acquisitions, underwriting and distributing new securities, and managing client assets, with revenue from advisory and underwriting fees, trading commissions, and asset-management fees. The firm differentiates itself through a global reach, an integrated capital-markets platform, and deep client relationships that enable end-to-end financial solutions. Its goal is to help clients raise capital, grow their businesses, manage risk, and generate returns, while pursuing social responsibility initiatives that support small businesses and promote racial equity.
Company Size
10,001+
Company Stage
IPO
Headquarters
New York City, New York
Founded
1869
Simplify's Take
What believers are saying
- Q1 2026 net earnings surged 19% year-over-year to $5.6 billion.
- Raised price targets on Broadcom, Fluence Energy, Nvidia amid AI infrastructure boom.
- Record backlog and hyperscaler partnerships drive data center and semiconductor advisory fees.
What critics are saying
- Operating expenses grew 14% matching revenue growth, compressing margins unsustainably.
- Operating cash flow collapsed to negative $31.9 billion in Q1 2026.
- Total liabilities exploded 18.1% year-over-year to $1.94 trillion, amplifying systemic risk.
What makes Goldman Sachs unique
- Manages $3 trillion in assets under supervision with top-tier alternatives business.
- Underwrites major medtech IPOs like Mobia Medical's $150M stroke recovery device offering.
- Expanded management committee to 47 members with AI and risk strategy leaders.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
Health Savings Account/Flexible Spending Account
Paid Vacation
Paid Sick Leave
Paid Holidays
Professional Development Budget
Company News
Wall Street's major banks are reporting strong earnings, with JPMorgan and Goldman Sachs benefitting from AI infrastructure buildout and geopolitical volatility. JPMorgan posted net income of $16.5 billion, up 13% year over year, whilst Goldman saw investment banking fees jump 48%. The AI boom is driving unprecedented corporate borrowing, with banks profiting from debt underwriting, bond trading and advisory services. Goldman led Oracle's $25 billion bond offering in February, one of the largest corporate sales recently. JPMorgan CEO Jamie Dimon cited "AI-driven capital investment" as a key macroeconomic driver. Meanwhile, war-related volatility is boosting trading desks. JPMorgan's fixed income trading rose 21%, driven by activity in commodities, credit and currencies. Goldman's equities division surged 27%, reflecting increased client hedging activity amid geopolitical uncertainty.
Goldman Sachs has lowered its price target on Amazon to $275 from $280 whilst maintaining a Buy rating ahead of the company's earnings report on 30 April 2026. The revised target still implies upside from the current share price of around $240. Analyst Eric Sheridan highlighted four key areas shaping Amazon's trajectory: AWS cloud revenue growth and AI investment returns, rising energy prices affecting margins, the commercialisation timeline for Amazon Leo, and the fast-growing advertising platform. Amazon's AI push through AWS has reached an annualised revenue run rate exceeding $15 billion, whilst its chip business surpassed $20 billion in revenue with triple-digit growth. However, capital expenditures could approach $200 billion in fiscal 2026, pressuring free cash flow despite strong overall performance showing net sales of $716.9 billion and operating income of $80 billion for the full year.
Goldman Sachs is strengthening its cyber defences using Anthropic's Claude Mythos Preview AI model, according to CEO David Solomon. The bank is collaborating with Anthropic and security vendors to accelerate investment in its security infrastructure. Treasury Secretary Scott Bessent and Federal Reserve Chair Jerome Powell convened an urgent meeting with Wall Street leaders in Washington, urging banks to test the model against their systems. Mythos is designed to identify complex exploit chains—linked software vulnerabilities used in sophisticated cyberattacks that security researchers often miss. The model has discovered thousands of bugs, including one in OpenBSD that remained undetected for 27 years. US officials are pushing critical industries towards machine-scale cyber defence, though the approach has sparked international friction with European regulators and internal US government disagreements.
Goldman Sachs raised $6.5 billion from a US investment-grade bond sale, continuing a borrowing spree that included a record $16 billion offering earlier this year. The deal tested investor appetite after the bank reported weaker-than-expected bond-trading revenue in its first quarter. Pricing tightened by approximately 0.25 percentage points across two fixed-rate tranches, with the longest maturity due in 2034 priced at a one percentage point spread. The offering also included a floating-rate note, with proceeds earmarked for general corporate purposes. Goldman led first-quarter debt issuance among Wall Street banks. However, analysts note that increased market volatility from AI disruption concerns and Middle East tensions has made borrowing conditions more challenging, with banks potentially front-loading 2026 issuance before costs rose.
Goldman Sachs shares fell as much as 4.7% on Monday before recovering to close down 1.9%, despite reporting earnings that beat expectations. The investment bank posted revenue growth of 14.4% to $17.23 billion and earnings per share up 24.3% to $17.55, beating forecasts by $1.16. However, several factors concerned investors. Goldman's investment banking fee backlog declined slightly, potentially signalling future deceleration. Provisions for credit losses exceeded expectations due to macroeconomic uncertainty and portfolio growth, compressing net interest margins. CEO David Solomon also indicated the bank would continue investing in private credit despite recent market volatility in that sector. The pullback appears to reflect profit-taking after an 80% share price gain over the past year, rather than fundamental concerns.