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

• Proven people development in a management role
• Proven ability to adapt style to different circumstances and people
• Ability to communicate effectively both verbally and in writing
• Planning and organisation skills and effective time management
• Initiative, resilience and personal integrity
• Ability to adapt, understand and absorb change
• Ability to motivate, coach and influence
• Analytical skills and root cause identification, problem solving and decision-making capability
• Creativity applied to complex problems
• Effective networking and relationship building skills
• Can both deliver and receive feedback in a constructive manner to drive positive outcomes
• Open minded approach to dealing with ideas and suggestions from colleagues and customers
• Can contribute to and embed a good working atmosphere within own team and in dealing with customers internally and externally
• Understanding and attainment of regulatory and Company 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
  

The hiring manager to contact is: Samantha Brown Email: Samantha.Brown@Diligenta.co.uk

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