Contact Center Team Lead

Job Title : Contact Center Operations – Team Leader Location Romford Core Competence Good understanding of the Financial Services Industry and the products available – specifically a detailed knowledge of the products associated with protection policies, pensions and mortgages. Have a minimum of 3 years experience in complaint handling Qualified to FA1, CF1 and CF2 (or equivalent), or the desire to achieve this within 2 years of appointment to the role Understands key business metrics and balances BAU appropriately Use appropriate MI to aid decision making and resource planning Predicts potential failings and develop contingencies Build and maintain effective relationships with team members and management aiding constructive feedback and promoting the importance of route cause analysis Performs consistently and monitors staff performance against company competencies, personal objectives and agreed team plans Addresses individual and team performance issues Motivate and inspire team performance to ensure achievement of SLAs and team goals Share experience and knowledge by providing guidance to the wider operational teams Relay communications in a timely and appropriate manner to colleagues, manager and other senior management Ensure all communication, both written and spoken, is of a consistently high standard at all times A professional, polite manner to be maintained without exception. Articulate speech and appropriate use of language Speak with courtesy and confidence when dealing with operational team members, clients, third parties and associates. Be sensitive and considerate of other people’s time Looks for ways of improving customer service and supports a team culture of treating customers fairly. Takes personal responsibility for customer needs and takes ownership of complaint resolution Shows resilience in dealing with setbacks Person Specification Job Title Operations Team Leader Education/Qualifications/ Training GCSE or equivalent in Maths & English FA1, CF1 & CF2 (or to be completed within 2 years of appointment) Understanding of HR policies and procedures and employment law Experience in a BPO or Life and Pensions company Experience Ability to daily resource plan Ability to interpret MI stats and take appropriate action Ability to influence to achieve results Excellent spoken and written communication skills Comprehensive knowledge of the process/procedures/systems which support the role Life & Pensions processing Good knowledge of a Financial Services regulatory environment Resource Management and capacity planning