Contact Centre Team Leader

6 months ago

Leeds, United Kingdom Financial Conduct Authority Full time

Contact Centre Team Leader

Location

Leeds

Salary

£55,600 - £60,000

We are looking for an experienced Contact Centre / Operational Manager to lead our new Supervision Hub team based out of our brand-new Leeds office. This is an exciting time to join our team as we embed cutting edge technology across the department which will enable us to mitigate risk in the Financial Services market.

Our

Supervision Hub

The Hub’s purpose is to:
- Prevent harm through direct conversations with consumers to identify and avoid fraud, scams and other detriment- Guide firms to understand their regulatory responsibilities and increase their compliance and standards- Deliver actionable intelligence across the FCA- We help Firms with their regulatory requirements and with new authorisation enquiries- We gather intelligence around the conduct of regulated Firms- We identify risks to consumers, referring information to specialist colleagues within the FCA

At the FCA, we are creating a fair and more resilient financial system. We are establishing more transparent relationships between financial services and their customers, building trust in financial markets, and protecting vulnerable consumers.

What will you be doing:
As a Team Leader, you will:
- Work with the new Trainer/Coach and London-based colleagues to train and upskill the new team, embedding a coaching culture (8 to 10)- Be responsible for the performance of the Leeds Supervision Hub operation including performance management: ensuring optimised utilisation of resource, achieving key performance indicators and responsible for the departmental service level achievement (as well as your own team’s KPIs) daily- Represent the Supervision Hub within the Leeds office- Be a key part of the wider Supervision Hub management team; resource planning, recruitment, managing change) for the Manager/Senior Manager- Be the escalation point for callers including complaints and conflicts with firms, educating them on their regulatory responsibilities and delivering difficult messages constructively and effectively- Confidently lead meetings and present to FCA Senior management

What will you get from the role:
The role will provide an opportunity to build and lead a team of telephony Supervisors in the Leeds office. You will be responsible for their performance and development as well as reporting into the management team to ensure consistent delivery. You will also build the department’s profile in the Leeds office.

Core benefits that you will receive as standard are:
- 25 days holiday per year plus bank holidays (pro-rata)- Private healthcare with Bupa- A non-contributory Pension of at least 8% of basic salary each month (there are several contribution levels that increase depending on your age - up to 12% a month once you reach age 35)- Life assurance of eight times your basic salary- Income protection

We support hybrid working which means you will be able to work from home up to 60% of the time over a month with the remainder of your time in one of our three office locations (after initial training).

The skills and experience you will have

Minimum- Experience in coaching, mentoring, and developing skills and capability in others- Experience in meeting deadlines, service standards and targets in a fast-moving operational environment

Essential- Must have experience of management in fast paced high volume operational environment- Experience in meeting deadlines, service standards and targets in a fast-moving operational environment- Able to exercise judgement on complex and sensitive HR issues.- Able to think strategically, linking team and departmental priorities to FCA initiatives- Skilled at stakeholder management- Good analytical and critical thinking skills- Experience in analysing information and large volumes of data, identifying key risks, making judgements, and presenting key issues and recommendations to management- Strong communication skills with an ability to articulate complex issues concisely and create trust and influence opinion at all levels- Must have strong change and project management experience

About the FCA:
The FCA regulates the conduct of 50,000 firms in the UK to ensure our financial markets are honest, fair and competitive. We do this to make sure markets work well for individuals, businesses and the economy as a whole. For more information on what we do, our three-year strategy can be found

here.

The FCA's Values & Diversity Our ambition is to cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences and similarities enable us to be a better organisation - one that makes better decisions, drives innovation, and delivers better regulation.

Useful Information:
- This role is graded Lead Associate - Regulatory- This role is based in Leeds- Applications for this role close on 20th August (midnight)- Applications will be reviewed W/C 21st August

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