Team Leader

2 weeks ago

Cardiff, Cardiff, United Kingdom Equiniti Full time
Equiniti is a leading provider of technology and solutions for complex and regulated administration and payments.

Our technology platforms are used by 70% of the FTSE 100, Government and other large corporates, particularly in banking, insurance and otherfinancial services.

We have 1,700 clients, make £160 billion worth of payments through our systems every year, hold records for 70 million shareholders, look after pension schemes for 8 million pension scheme members, and provide services which touch 28 millioncustomers.

Over a third of the UK population has dealt with Equiniti at some point during their lives.

Role Summary


Based in our Cardiff city centre offices and working directly for the centres Operations Manager, this role will help build, recruit and launch our 100+ strong operational team of Customer Service Agents and will then lead the team into normal activity oncethe service has transitioned, running the day to day aspects of the team.


Initially you will be involved in testing our systems, developing the operational processes, recruiting the team and getting us ready to launch.

You will be a founder member of the team and able to help us shape how we do things for the customer and colleagues.


Once the service is live you will lead, coach & develop your team of CSA's to ensure achievement of the planned performance, quality level and agreed customer service standards all with an acute focus on the customer experience.

Your team will be responsiblefor servicing the customers Equity Loan from completion to redemption, managing queries, working through processes and everything else in-between.


Core Duties/Responsibilities

  • Leading, developing, motivating, and inspiring the team and individuals to deliver a best in class customer experience
  • Advocate for customer experience and continuous improvement of processes and procedures
  • Accountability for the development and performance of Customer Service Agents, through effective, regular coaching / feedback and sessions
  • Responsible for the identification and performance management of individuals under performance, within the appropriate timescales
  • To provide independent Call Quality Monitoring and coaching sessions in order to provide the skills, tools and insight to increase the performance and effectiveness of individuals across the Centre
  • To ensure that an effective structured coaching and support process is developed and maintained for new recruits whilst in the academy environment so that their quality and performance targets can be met
  • To support departmental KPI's & SLA's by being responsible for the communication and delivery of individual productivity and performance objectives
  • Recognise and determine trends in customer processes, investigating further when appropriate and seek to implement changes to ensure a continuous improvement environment
  • Manage employee relations issues effectively, complying with Company policies, procedures and legislation.
  • Ensure compliance with Equiniti's standards and reporting requirements, together with all relevant regulatory and statutory requirements, where appropriate implementing actions to protect Equiniti's business at all times.
  • Always to undertake the duties of this role in accordance with the requirements of the company's Regulators, including FCA's Principles for Business.
  • To support the Training Manager in planning and coordinating all new and BAU training ensuring both new recruits and experienced Agents are appropriately trained, coached and motivated so that their individual and collective performance meets the currentand future key performance indicators.

Experience, Skills, Capabilities and Attributes

  • A minimum of 1 year of experience in managing and leading teams within a customer service environment such as a call centre or contact centre
  • Previous experience in a financial service, mortgage, fintech environment is preferred but similar backgrounds may be considered
  • Specialism within collections, arrears, customer service, payments, redemptions would be advantageous
  • Energetic and motivating individual who is passionate about providing fantastic levels of service for customers, driving and motivating your team to do the same
  • Experienced in dealing with challenging customer service scenarios with an ability to see things from the customers perspective and put the customer first
  • Resilient and able to work and learn quickly in a fast paced, fun and dynamic environment
  • Empathetic and works well with people and multiple different stakeholders
  • Experienced in working to and achieving targets as a leader
  • Able to effectively prioritise multiple competing tasks

Benefits


Being a permanent member of the team, you will be rewarded by our company benefits, these are just a few of what is on offer and just one aspect of what makes us a unique employer.


  • 28 days + 8 bank holidays. Option to buy more days through salary sacrifice.
  • A cash payment annually towards flexible benefits, e.g., dental insurance, gym membership, the above extra holiday etc.
  • Company sick pay (2 months full pay, 2 months half, following probation).
  • Matched pension scheme (e.g., you pay in 6%, EQ pay in 6%), up to 10% each side (20% in total).
  • Discounts with major retailers (EQ Wins).

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