About This Role

• People leader: Leads and motivates their Team Leader & Senior Assessor teams in line with the Structured Day framework, through the daily Our Ambition and supporting the achievement of goals for the day via the short interval control conversations. Overall ensuring team effectiveness, quality of output and ownership of Customer journeys and promoting the development and performance of reporting Colleagues. Requires a robust knowledge of Active Leadership way of working, including the ability to plan and forecast current and planned work profile.
• Individual Contributor: Possesses knowledge and experience in Active Leadership and is independent in exercising professional knowledge. Solves problems according to experience, and acts on key feedback, data points and creation of issue logs, to drive continuous improvement.

• Energise the team so they are engaged, excited and enthused about doing their best work for customers
• Build a diverse and versatile team ensuring staff are constantly developed and encouraged to progress their skill set, development and career aspirations whether they are onsite or working remotely
• Manage performance, including attendance, to a high standard through effective performance management, recognition and regular feedback. Agree and set individual performance targets and GOALS and monitor achievement against these, take action where targets are not met.
• Ensure that every team member has an up to date and relevant personal development plan that supports them in maintaining and improving their CS Accreditation level
• Through your Team Leaders, team manage your work levels effectively, ensure customer calls, enquiries and/or work items in your work- flow are completed in line with agreed service levels and standards.
• Set each day up for success via Ambition meeting and short interval control conversations
• Understand core metrics behind performance so people are focussed on the right things to proactively improve business outcomes. 
• Plan team capacity so resources are always in place to meet customer needs.
• Be a change advocate, ensuring Colleagues are engaged and ready for their role in projects

• Strong interpersonal skills – is self-aware and can connect with others
• A great communicator – can use different mediums, can communicate at different levels
• Able to work to deadlines - can manage multiple demands
• Can motivate and energise others to achieve improved customer outcomes
• Adaptable approach to change
• Proven leadership experience of working in a customer facing business or business support environment
• Proven experience in a Financial Services Company

The hiring manager to contact is: Nigel Wakeman Email: nigel.wakeman@reassure.co.uk

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