Contact Centre Team Leader in London

The Member Contact Centre team provides telephony support to the ongoing administration teams by being the first point of contact for members, via telephone, online or postal queries. A team leader manages each team within Pension Administration and work is carried out in accordance with the Pension Administration Practice Area's control environment procedures and Customer Care ethos which are in place to ensure accuracy and timeliness of the services for clients and administration teams.

We now have an exciting opportunity for a Member Contact Centre Team Leader based in our Birmingham office.

Responsibilities

• Work Management
  • Takes responsibility for the team's workload and service to the team's client portfolio.
  • Monitors the team's performance against agreed Performance Indicators, Service Level Agreements and client deadlines.
  • Motivates and facilitates effective team working, recognising that team members may be working remotely.
  • Provides timely communications to the team to keep them informed of priorities and plans.
  • Holds regular meetings with all team members to discuss workloads, client matters, internal communications etc.
  • Monitors team productivity and quality standards using the work management system (Taskstream) and provides regular feedback to team members.
  • Ensures Taskstream is used effectively and timesheets are updated correctly and regularly.
  • Takes responsibility for resource planning and communicates any concerns to the Operations Manager.
  • Reviews the skills available in the team and takes steps to ensure that knowledge is shared and there is no key man risk.
  • Promotes cross team working across the local office.
  • Ensures the team follows standard processes and best practices to promote consistent working practices across all administration teams.
  • Delegates where appropriate whilst retaining accountability.
  • Actively manages the team to adhere to specific targets and respond to the need for a rapid turnaround of work when required.
• People Management
  • Using the MI available, works with the Operations Manager to ensure that team members are performing effectively, identifying development needs and providing coaching and training where necessary whilst encouraging the team to look for efficiency gains.
  • Provides constructive feedback for others in order to improve their understanding and knowledge and support their development.
  • Conducts regular one-to-one discussions for all team members.
  • Undertakes formal Personal Development Reviews (PDRs).
  • Has an input into the recruitment process and conducts interviews.
  • Manages change to ensure the team adapts to process and policy changes effectively.
• Client Management
  • Ensures that any client concerns or complaints are processed correctly and raised with the appropriate Partner/Operations Manager and Compliance immediately.
  • Reads, researches and understands documentation relating to each scheme.
  • Checks complex work of other team members and ensures accuracy and compliance with scheme rules, procedures and legislation.
  • Assists with work management, ensuring all activities meet agreed targets, service levels and budgets.
  • Assists with promoting our administration services and systems to existing and potential clients.

We would like to hear from you if you have:

• Relevant call centre, Financial Services experience or a background in DC or DB pension administration.
• GCSE Maths and English at grade C and above are essential. Progress with relevant PMI qualifications would be an advantage. A willingness to make progress towards a professional qualification would be a benefit; however proven experience in the role is more desirable than other academic achievement.
• A strong understanding of Microsoft Office programmes, in particular Excel, Word and Outlook.

What's in it for you:

• Competitive discretionary annual bonus.
• Generous pension scheme.
• Core benefits for you including private medical cover, life assurance, group income protection, and up to 30 days holiday per year with holiday trading.
• A comprehensive range of voluntary benefits to suit you (and your family) including an electric car leasing scheme, tech scheme, cycle to work scheme, dental cover, healthcare cash plan, health assessments, critical illness cover, Sports Allowance – we pay up to 50% of your gym/sports membership (up to £50 pm), travel insurance, paid volunteering, and a broad range of retailer discounts.

For a full list of benefits, please click here.

Accessibility

We are a Disability Confident Employer. If you require reasonable adjustments or want more information on accessibility, please click here.