Team Leader - Crawley, United Kingdom - Masson Appointments Ltd

Masson Appointments Ltd

Verified Company

Crawley, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Are you looking to join an organisation that actively develops and invests in their employees? This is a fantastic opportunity to join a multi award-winning company, that truly appreciates and rewards their people.

Responsibilities Include:

Responsibilities for the team's performance against agreed objectives and key performance indicators. To ensure exceptional levels of service are delivered within agreed service levels.
Ensure resources are directed in an appropriate way to maximise productivity to achieve agreed service levels. Be responsible for recruiting new team members and taking part in the interview process.
Lead and manage staff in line with company policies and procedures, including training (regulatory and company) & development, 1 to 1's, performance appraisals and disciplinary & grievance issues.
Take ownership of the management of relationships with customers, Business Partners, IFA's and Strategic Partners including third party providers, to ensure all service/ technical enquiries/issues are resolved to the customers satisfaction by whatever meansappropriate phone, webinars, facetoface, pension seminars etc.
Responsible for the recording and analysis of team productivity and quality statistics. Use management information to measure workflow and staff performance. Identify training needs and arrange/provide coaching and technical support to team members.
Encourage selfdevelopment of team members and provide feedback as appropriate. Proactively develop individuals to maximise their ability.
Contribute to updating operating procedures for all administration activities and ensure all staff are trained/aware prior to implementation.
Oversee the processing of tasks and ensure they are carried out correctly. Specific tasks may have to be reviewed daily in certain circumstances.
Working towards or already hold minimum exam requirements necessary to fulfil duties as an 'Overseer' and act in line with People's Partnership company values and Treating Customers Fairly.
Undertake monthly quality sampling of processes and customer communications; ensuring consistency, quality standards are met, and excellent customer service is delivered.
Providing feedback to colleagues, ensuring this is delivered constructively.
Maintain a detailed and recorded knowledge of legislative and regulatory requirements.
Adhere to Company Risk Management policyand procedures, including reporting of incidents or breaches.
Adhere to Company Diversity & Inclusion policy.
People management within a solutionsdriven, peoplefocused organisation.
Working in an operational pensions environment or financial services environment
Pension legislation (particularly auto enrolment)
Excellence in Customer Services
Empathy and sympathy with customer needs
Excellent communication, interpersonal and presentation skills
Ability to meet deadlines within tight timelines