Team Manager - Northampton

Introduction

• Team Manager within Complaints Operations based in Northampton Admin Centre
• £30,506 - £44,065 per annum on a dependent on current banding and experience
• This is a 12 month secondment/fixed term contract – please gain permission from your current line manager prior to your application

The Team Managers within Complaints Operations (MS&C) will lead and develop a team of consultants, enabling them to operate to their full potential through effective coaching, development and performance management. Deliver optimum team performance and service levels in complaints provision, using communication, people and resource management tools and are required to build strong relationships whilst driving business improvements to sustain an on going, highly efficient, motivated and compliant operation.

For more information on this role, please contact the Hiring Manager Matthew Collins.

Who we're looking for

As a minimum requirement, you’ll have:

• Current technical complaint handling knowledge and experience to understand escalated issues and identify relevant SME requirements for resolution.

• Proven people skills to lead, motivate and inspire a team, including strong communication and listening skills. Empathy and the ability to read between the lines to gain insight in to and understanding of team members, challenges and drivers.

• Operational team management experience

• Ability and insight to develop and support people to achieve their maximum potential

• Experience to lead by example, be an advocate of PRIDE behaviours and recognises such behaviours in others, celebrating success, sharing best practise and inspiring your teams to reflect you as a role mode.

• Ability to influence, facilitate and negotiate to achieve the right business outcomes/decisions up to a senior level.

• Experience as a proactive coach, who can identify individual employee needs and address them formally and informally to develop the right skills and behaviours.

• Strong time management, planning, forecasting and organisational skills, at both an individual and team level, including the ability to manage personal workload to support multiple complaints within prescribed timescales alongside supporting handlers.

• High levels of resilience to balance conflicting demands in an operational environment and when resolving escalated member complaints.

• Analytical ability that enables options to be identified, prioritised with a solution focused approach;

• High degree of knowledge and aptitude required for conduct and regulatory risk issues in ensuring MS&C remains compliant.

• High degree of emotional intelligence and commercial awareness required alongside decision making skills when working within a highly challenging operation environment and applying a variety of performance management tools.

• Confidence to make decisions within a framework e.g. redress and compensation payments and decisions in relation to policy and process to ensure fair member outcomes

It would be nice if you have:

• Experience within MS&C, ideally within a Collections & Recoveries capacity
• Working knowledge of using AOM.

What you'll be doing

• Day-to-day communication with team members, informing, updating and providing appropriate challenge on team outputs. Ad hoc and planned engagement with team members on an individual basis to provide support and manage performance.

• Leading and motivating team to improve performance and service proposition, instilling confidence and positive behaviours within the team. Providing ad hoc support to other teams where required

• Daily communication and engagement with other team managers and operations managers, contributing to operational planning and resource management, influencing related decision-making and negotiating with peers to manage demand and operating model.

• Engaging and building relationships with senior managers (up to Head of) both across the Department and more widely within the Society, acting as a point of first contact for escalated issues, representing the team and Department, managing expectations and providing appropriate levels of challenge.

• Engagement with (external) Members, acting as a complaints escalation point within team or more widely across the site where required. As an escalation point, communication with Members may be particularly sensitive, with a need for the role holder to be able to manage interactions appropriately, refer to technical experts where required and/or de-escalate.

• All aspects of stakeholder and team communication will require the role holder to understand their audience and adapt their style accordingly.

The extras you’ll get

If you put a lot in, it’s only fair you should get a lot out. So, if you help us do the right thing for our members, we’ll help further your career with us. As part of our team you’ll get:

• Access to training to help you progress and develop your technical skills and career

• Pension scheme where if you pay in 7% we’ll top it up to 23%

• Life assurance worth 8x your salary

• 24 days’ holiday plus bank holidays

• The ability to 'buy’ up to 10 days more holiday

• Flexible benefits scheme giving you access to discount vouchers at various retail outlets

• Access to an annual performance related bonus scheme

Why work for us

At Nationwide, we’re here for our members and we put their needs first in everything we do. And now, more than ever, two things are helping us go from strength to strength: we put our customers first, and we’re known for being open, honest and trustworthy. We’re also the world’s largest building society, with communities at the heart of everything we do. We aim to do the right thing for our members which helps set us apart from our competitors. But we need good people to help us do it. People who understand what we believe in, and have the talent and drive to keep us successful.