Job Description
TEAM LEADER - Data Enrichment & Validation Rate: £240 p/d via Rockford Payroll Equivalent Annual
Salary: £47,236.25 Agreed Contractor Rate: £181.68(Post deduction of all employer costs) Traditional Day Rate Equivalent: £240 Location:
Remote Hours: Full Time Start Date: ASAP THE ROLE We are currently looking for Team Leaders to work as part of a high-quality team helping a major financial service provider deliver a past business review project focused on investment product sales. You will be working in a results-orientated and fast paced environment, where your core responsibility will be to lead teams of case reviewers/ redress handlers/ admin handlers/ telephony agents to support them in delivering accurate and timely results for the client and its customers.
Support team to achieve productivity/quality targets Learn and understand the process in depth Conduct Process Confirmations (Buddying in/Observing Team) Resolve any underlying or ongoing issues with individual team members or the group as a whole Make appropriate risk-based escalations and performance development plans for individual team members Work collaboratively with operational and support functions conducting impact assessments and training needs identification Deliver training through one-to-one and group sessions Embed QC feedback through one-to-one and group coaching Manage operational risk by ensuring governance and control processes are followed by your team Where applicable, attend client facing meetings and discuss technical aspects of your team reviews (on a case-by-case basis) e.g.
Case Clinic EXPERIENCE / SKILLS REQUIRED: Essential Extensive team leader experience managing teams within financial services, Remediation or complaint handling operational experience preferred Proficient at MI tracking, reporting case status to management and progressing against deadlines Effective at issue resolution, appropriate risk-based escalations and performance development/ coaching of teams Excellent facilitation, presentation and delivery skills with knowledge of financial service products and providers Able to adapt to change, often at pace, and bring others with them Stakeholder management and the ability to manage relationships and work at all levels Proficiency in MS office (bolthires Excel, PowerPoint, Word etc) Ability to be flexible and reliable when working under pressure Attention to detail Sound decision making and organisational skills Ability to work remotely/ independently & as part of a rapidly growing Technical team Demonstrate an ability to work with honesty, integrity and trustworthiness Maintain high standards of professionalism and competence Desirable Experience of managing a team handling inbound & outbound customer calls