Continuous Improvement Team Leader - Haywards Heath, United Kingdom - First Central

First Central

Verified Company

Haywards Heath, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We're First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.
Do you have strong leadership experience working within a contact centre? Are you ready to take the next step in your career by managing a brand new team and shaping the best possible experience for our customers

Our experienced Continuous Improvement Team Leader will manage the daily operations of our Customer Journey team by leading, championing and assessing improvement activities.

You will need to coach, mentor and develop your team, performing regular reviews and appraisals, absence management and ensuring our Continuous Improvement Specialists deliver the best journey for our customers.

It's all about you.

Here's a taste of what you can expect working with us:

-
Generous competitive starting salary of up to £35,000

Depending on experience:
Home working opportunity of 3 days a week from home and 2
office days following training and passing your
probation:

-
Monday to Friday 9am to 5:30pm:

Minimum 25 days' holiday plus bank holidays
(and the chance to buy and sell days)**:

- ** A 'YOUday', an extra day off to spend however
you want.

The clue's in the name**:
- ** 'Your Time in Need' five days' paid leave for
compassionate or emergency reasons**:

A paid day off every year for charity work:

-
Fantastic training and development:

A fun, energetic and lively working environment

Continuous Improvement Team Leader Job Responsibilities:

Daily team management ensuring the team have the tools and capabilities to fulfil their functions
Embedding a top performing, highly engaged culture
Maintaining and engaging with key stakeholders, providing updates and action plans on outputs and activities
Managing a program of work to deliver on the team objectives, flexing between service, projects and experiments in line with business need including but not limited to:
Providing an excellent level of service to customers in a contact centre environment
Contributing to and building knowledge, training and process documentation
Testing of system and process changes
Onboarding new products and services to determine the best rollout strategy
Assist with testing and deployment of new initiatives where required, whilst providing detailed and timely feedback
Performing regular process reviews to understand and improve the customer experience
Coach, mentor and develop the team using a recognised coaching framework to achieve KPI's and behaviour Targets
Gather and analyse performance data
Ensure the team are following company processes and guidance to reduce errors whilst continuously looking for opportunities to improve these and feeding back to business
Through the use of data and facts, make suggestions for improvements and test these using the PDCA cycle (Plan, Do, Check & Act)
Work closely with outsourced providers & operations managers in order to share best practice
Be the voice of the customer within retail operations and ensure team delivery is the gold standard for performance across all KPIs
Comply with the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies at all times
Assist the recruitment process including assisting with the interviewing and onboarding
To be compliant with health and safety policies at all times
Conduct regular performance reviews, including probationary reviews and annual appraisals
Monitor handlers performance to ensure they are following Company policies and procedures at all times and are compliant with FCA regulations (including TCF principles)
Deal with all colleague issues including monitoring absence, supporting the disciplinary process, and resolving colleague issues with support from the manager and HR when required
Ensure compliance with Company Policies, Values and guidelines and other relevant standards/ regulations at all times
Any other reasonable duties

Continuous Improvement Team Leader Experience & Knowledge:

Previous management experience in a contact centre environment with proven delivery of continuous improvement activity (essential)
Strong people leadership and stakeholder management experience
Proven skills including coaching, data gathering, influencing and critical thinking
Proven ability to analyse data to use and influence change
Good communication skills, both verbal and written
Problem solving skills with the ability to adopt a logical approach to resolving problems
Strong IT and software skills, including Microsoft Excel and Word

**What can we do for you?
**We believe we can offer you a great working environment as we're so passionate about our people. Here are just some of the benefits and