About This Role

• Lead, manage, develop and inspire team members
• Active management of team and workload, delivering high level of quality service
• Full understanding and application of all relevant Company procedures (for example Health and Safety and Human Resource policies)
• Ensure Performance Management system is operating effectively and that all people processes and procedures are followed
• To ensure operational compliance with Company, regulatory and legislative requirements.
• Act as a point of escalation for complaints as and when required
• Make decisions in line with Treating Customers Fairly principles outlined by the FCA
• To continually monitor and challenge performance to improve customer experience and drive efficiencies
• Ensure departmental KPIs are delivered by using effective resource and contingency planning
• Contribute to area management team, identifying problems, proposing and implementing solutions at a team/area level
• Liaise with other operational teams to improve service/working practices
• Lead local projects and participate in wider projects where required
• Achieve and maintain Overseer competence under FCA guidelines
• Financial Controls – Ensure all expenditure commitments and payments are properly authorised, controlled and monitored, in accordance with delegated authority requirements

• Proven relevant people management experience
• Relevant industry / financial services experience is desirable
• Understanding of regulatory requirements - financial qualifications desirable
• Ability to understand, interpret, produce and analyse statistical information
• Good knowledge and understanding of TCF outcomes and how they relate to all aspects of Customer Service
• To retain the Team Leader role – CF1, FA1 and FA2 will need to be acquired within the agreed timelines

The hiring manager to contact is: Joanne Carter Email: joanne.carter@diligenta.co.uk

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