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Team Leader (12 month secondment)

Role Responsibility

12 month secondment - Team Leader (New Business)      Manage and proactively monitor day to day resourcing of the team using appropriate workflow tool and planning skills to ensure full utilisation of resource

  • Actively lead and contribute to team/ departmental meetings or huddles
  • Review and understand MI - contributing to forecasting and decision making on a real time basis
  • Build and develop positive internal and external relationships to maximise business opportunities
  • Deputise for Customer Service Manager. Own and drive personal development plan to ensure robust succession plan in place
  • Gain exposure to HR related conversations and processes, supporting Customer Service Manager where appropriate
  • Flexibility to support team with processes and work volumes when business needs dictate
  • Involvement in Projects as required assisting in the planning and implementation of local initiatives
  • Assisting CSM with escalations, complaints and complex queries within team ensuring these are resolved through to resolution to an acceptable outcome in line with FCA guidelines.
  • Deliver consistent levels of service today while planning and considering the requirements for the future
  • Manage relationship with Key Stakeholders, Customer Service Manager, and the team as well as supporting Management Company relationships
  • Work with the CSM to identify, quantify and implement meaningful process improvements to improve capacity within the team.
  • A working knowledge of AOM and its associated planning and variance requirements, including hosting challenge sessions in the absence of Team Manager.
  • All employees are accountable for the delivery of a Quality service, driving for excellence in all their work activities:
  • To be quality driven, aiming for 100% accuracy and timeliness of delivery
  • To effectively plan the way services are delivered so that all activity is directly related to providing quality services and meeting the expectations of the customer (internal and external)
  • Assist in the review processes and practices relating to the role and act as a catalyst for change and improvement in individual and team performance
  • To observe proper standards of market, business and personal conduct, demonstrating integrity in the execution of duties To communicate and promote the values which reinforce and support a consistent quality culture
  • To exercise due care and diligence, ensuring the area the role is responsible for is organised and controlled.
  • To uphold responsibilities for risk and business continuity practices as appropriate to the position the role holds within the organisation.
  • To comply with the regulatory guidelines in which  it operates

The Ideal Candidate

  • Ability to understand management information and using this to make considered decisions
  • Broad knowledge of relevant regulatory and mandatory procedures and qualifications
  • Strong ability to influence and negotiate when communicating, both written and verbal , engaging people at all levels
  • Sound interpersonal skills with the ability to create an environment that delivers excellent customer service, inspiring change in people and work culture
  • Role model to others by leading by example
  • Strong skill set including decision making , problem solving ,time management ,planning analysis and organisation
  • Excellent customer focus
  • Ability to build partnerships both internally and externally with key stakeholders
  • Strong self-awareness of own strengths and capabilities

Package Description

  • Reference salary based on experience
  • 20 Days holiday (increasing by 1 day for every year's service up to a maximum of 25 days)
  • 6% non-contributory pension scheme
  • Life Assurance (4 x salary)
  • Single person healthcare
  • Flex benefits scheme

DST

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