Team Leader - Cardiff, United Kingdom - StepChange Debt Charity

Description

Salary £30,500


Location Cardiff


Shift Pattern Rotational shift pattern working between the hours of 08:00 - 20:00 Monday to Friday and 09:00 -14:00 Saturdays


Contract Type Permanent


Hours of Work per Week 35


Closing Date 14/08/2023


Ref No 2109

Are you a natural leader who is passionate about making a difference in people's lives? Are you looking for a rewarding opportunity to manage and develop a team of dedicated advisors? If so, StepChange Debt Charity has the perfect role for you

As a Debt Advice Team Leader, you will be responsible for leading, managing, and developing a highly engaged and motivated team of Advisors.

Your main goal will be to deliver excellence in client service, ensuring that every individual who reaches out to us for help receives the support they need.

We are looking for a dynamic and proactive individual who is able to inspire and motivate their team to achieve outstanding results.

With your strong leadership skills, you will be accountable for your team's performance and the achievement of key performance indicators.

In addition, you will play a vital role in driving and implementing operational changes within your team. Your ability to effectively deliver and embed these changes will be crucial to the overall success of our organization.

This will be a flexible role, working both from home and our office in Cardiff.


What you will be doing:

• Lead and develop your team and act as a leadership role model, consistently demonstrating exemplary behaviours in line with the charity's values and Leadership Behaviour Framework, empowering your team through effective coaching to deliver results.
• Accountable for the delivery of service and achievement of team objectives, targets, quality, and key performance indicators, and those relating to maximising colleague performance, engagement, and minimising colleague absence and attrition.
• Responsible for creating an inspiring team environment recognising high performance, and effectively utilise reward and recognition to boost engagement.
• Effectively carry out all people management responsibilities including attendance improvement and performance management activities, ensuring regular catch ups with your team and completion of all required supporting documentation to agreed service levels.
• Have courageous and direct conversations encouraging honest, constructive and frequent feedback to help your team succeed, and hold regular documented reviews with each team member to discuss performance against objectives, development needs, aspirations and behaviours.
• Responsible for embedding charity strategy and any operational changes within your team and effectively own and cascade key messages from senior leadership to your team. Deliver regular team briefing sessions ensuring they are engaging making sure that all members of your team receive a consistent message and understand any actions required.
• Support colleagues with complex queries and escalated complaints and mitigate any risks through internal controls. Make sure you and your team members always adhere to StepChange policies and procedures.

What we want from you:

• A good working knowledge of MS Word, Excel and Outlook
• Ability to direct and motivate your team to meet fluctuating levels of client demand
• Able to quickly analyse complex situations to find the best solution
• Proactive approach which allows you to recognise a better way of doing things
• Strong desire to help our clients and colleagues to find the right solution to resolve a variety of different situations
• Evidence of strong communication skill across a broad range of communication channels
• Experience of leading, managing & developing a team (Desirable)
• Experience of dealing with people management processes and policies, for example attendance improvement or performance improvement (Desirable)

What we offer you:

• 24 days annual leave (this increases by one day per year up to a maximum of 29), plus bank holidays
• The opportunity to buy and sell annual leave
• Hybrid working

- with IT equipment provided when you're working from home

• A personal career plan and ongoing training and development and support with rolerelated professional subscriptions and qualifications
• Travel season ticket loans
• Cycletowork scheme
• Group pension scheme
• Group Company Life Assurance
• Westfield Health cash plan with employee discounts in high street shops
• Vitality at Work health and wellbeing
• Employee assistance programme
• Access to financial planning and advice
• 2 days paid volunteering leave per year
• Long service awards
• Free hot drinks (tea, coffee, hot chocolate) in the office

About us:

StepChange are the UK's largest and most comprehensive provider of free debt advice. Hundreds of thousands of people come to us for help every year. Some are at crisis point and many don't see a way out. We help them to find a way out of their debt problem