Secondment - Team Leader - Inverness, United Kingdom - Marston Holding Limited

Marston Holding Limited

Verified Company

Inverness, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Vacancy ID:

Town:
Inverness
Closing Date:
Salary:

General description

Marston Holdings have grown organically and through acquisition to provide a multitude of endtoend services that support the implementation of public policy. In the main, we support the government, utilities, and private sectors through the delivery of market leading integrated technologyenabled solutions from design and implementation to management and recovery.
The role of the Team Leader (Operations) is to lead a team of Customer Service Agents ensuring that they have the necessary competencies to effectively carry out their daily duties through continual development. To maximise efficiency of CSA's by developing a multiskilled team to adapt to changing business needs. Ensure team members have a full understanding of KPIs attached to the service provided to ensure achievement of business objectives.
To manage and motivate a team of agents to ensure legislative compliance through customer contact.
Core duties and responsibilities
To manage, motivate and ensure commitment of staff through effective leadership
Identify any needs for development/improvement by monitoring staff performance via KPI, observation, and auditing of work
Analyse productivity and quality trends by working in conjunction with the quality team and proactively act upon these trends by implementing individual and team based action plans.
Improve performance and ensure the development of each team member through effective coaching, training and the setting of SMART objectives. Develop the knowledge and competencies of the team with the support from the Performance Coaches. In addition, identify development areas and address any poor performance by effective performance management techniques, taking disciplinary action where appropriate.
Ensure an effective level of communication with staff through team briefings, the use of monthly121 meetings, coaching, objective setting, training, and performance management.
Effectively communicate and share ideas with fellow team leaders, make effective collective decisions.
Carry out 6 monthly performance reviews with your team on a onetoone basis as part of the performance management cycle, reviewing progress on existing objectives and setting new objectives for the next period.
Deal with any health and safety issues relating to team members, for example, any risk assessments, vision problems, general issues relating to the office environment etc.
Carry out the duties of the post with due regard to Marston's equal opportunities and diversity policy.
Person specification
Ability to manage and supervise a team of colleagues
Ability to analyse KPIs in order to manage performance
Experience of handling difficult situations whilst interacting with others (members of public, customers, colleagues)
Effective communication and organisational skills
Good understanding and use of Microsoft Office Applications
Maintain a motivational and proactive approach at all times
Adaptable to change and new ideas
Flexible to meet business requirements
Excellent planning, time management and organisational skills
Team player, both as a member and a leader
Ability to remain focused and decisive when working to specified targets in a pressured environment
Hierarchy Structure

Other duties and responsibilities

Personal Compliance_
To understand the company's mission and vision and to embrace and work to the company's values
To understand the requirements of the Regulators who regulate the company's activities and ensure that these are adhered to personally and by the staff, if applicable, managed by you
To be fully aware of the requirement to treat customers fairly and to deliver both personally and through your team
To ensure compliance with the Financial Conduct Authority
Consumer Credit Sourcebook as it relates to the post holder and how this applies to the fair treatment of customers
To ensure that any incident which may involve a breach of any of the company's policy is reported, investigated to enable corrective action to be taken
To ensure that any incident which may involve a breach of the money laundering rules is notified without delay to the Money Laundering Reporting Officer
To ensure personal data however obtained is properly protected in accordance with the requirements of the Data Protection Act
To ensure as far as reasonably practicable that all employees with whom the individual comes into contact with, especially those directly supervised, are similarly aware of and conform to the Marston's personal compliance requirements and values
Data Protection and Information Security_
To ensure that you adhere to the requirements of the Data Protection Act
To ensure that you comply with group Information Security Management (ISMS) policies and procedures
To uphold group Information Security Management (ISMS) policies and report any su