Debt Advice Team Leader

4 days ago


Birmingham, United Kingdom StepChange Full time

In this hugely important role as a Debt Advice Team Leader, you will lead and manage a team of Advisors to help Charity Clients on their journey to becoming debt-free. This is on a fixed term basis for up to 12 months.
In this position you will play a key role in supporting and developing your team by conducting regular one to ones, performance appraisals, and leading team meetings. This, and driving a highly efficient team, will ensure they are highly productive; helpingus meet client demand for our service. You'll drive improvements in Charity processes and practices and in certain situations you'll be required to lead on activities and workshops.
This will be a flexible role, working both from home and our office in Birmingham. Debt Advice Team Leaders work 35 hours per week with shift patterns falling between 9.30am to 5.30pm Monday to Friday.
**What you will be doing**:

- Providing feedback to help your team achieve the highest standards of quality and accuracy
- Recognising any coaching or training needs and taking suitable steps to address these
- Communicating key messages in an engaging and consistent way and delivering regular team briefing sessions
- Adhering to StepChange policies and procedures
- Maintaining your own knowledge of debt advice processes and policies to support your team in working towards creating a society free from problem debt
- Ensuring all work is in line with FCA regulations and conduct rules.

**What we want from you**:

- Leadership, management, and team development skills
- Previous call centre management would be desirable but not essential
- Experience of setting and reviewing performance objectives would be beneficial
- Attendance and performance improvement experience
- Strong verbal and written communications skills
- Adaptability, and the ability to approach colleagues based on their individual circumstances
- The ability to explain complex information clearly and concisely
- Excellent listening and questioning, information gathering skills
- Confidence in using IT systems to gather and accurately record information

**What we offer you**:

- 24 days annual leave (this increases by one day per year up to a maximum of 29), plus bank holidays
- Hybrid work - the ability to work from home and from our new offices
- Extensive training to provide the skills necessary for the role (training is Monday - Friday, 9am to 5pm)
- An individually tailored personal development plan and ongoing training
- The opportunity to buy and sell annual leave
- Use of a Charity laptop and headset for working from home
- Travel season ticket loans
- Cycle-to-work scheme
- Group personal pension scheme
- Westfield Health cash plan
- Employee assistance programme
- Financial planning
- Long service awards
- Free tea and coffee 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 problems.We don't judge people; we provide the support, guidance and solutions that are needed. Whatever the situation we'll look for practical solutions that make our clients' lives better.



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