Team Leader

1 week ago

Glasgow, United Kingdom Arrow Global Full time

Due to continued growth of Arrow Global, we have a fantastic opportunity to join the team as a Team Leader.

As a Team Leader you'll enjoy the freedom and support you need to make an impact: building better financial futures for our customers and delivering exceptional customer service in line with our values.

You will contribute positively to the overall performance of the department through your effective leadership and will be responsible for inspiring, motivating, and developing teams in achieving the department objectives.

This is a fantastic opportunity to join an organisation who are committed to making their service personalised and customer focused by being transparent and delivering tailored solutions for each customer to reach the best outcome.

This role will be based in our Glasgow city centre office.

**What will you be doing?**
- Supporting, coaching and managing a team of Contact Centre agents
- Developing and motivating the team to drive performance and quality standards
- Delivering to regulatory and mandatory standards
- Demonstrating compliant and escalated call handling
- Ensuring all company processes and procedures are carried out within agreed service levels
- Ensuring that company values are continually demonstrated through behaviours
- Being an SME on the customer journey and positively contributing to the team’s customer outcomes via actions and remediation
- Working with all areas of the business to support the needs of the team/department
- Continually reviewing risk controls and breaches (and escalating where necessary)
- Effectively using all line management procedures including appraisals, return to works, and manging the attendance and retention targets
- Analysing data and trend reporting
- Working with our risk management framework to ensure the team embed the regulatory and mandatory standards

**Is this you?**
- Experience in Contact Centre leadership, preferable but not essential to also have experience supporting customers with financial difficulty
- Proven experience in coaching and mentoring people
- Ability to collaborate effectively with other functions within the organisation
- Great communication/presentation skills - written and verbal
- Performance management to deliver high performing teams
- Experience of managing key stakeholders both internally and externally, attending client meetings to discuss performance
- Ability to inspire and develop agents
- Time management/organisational skills - ability to manage/prioritise workloads
- Excellent knowledge of Word and Excel
- Be a role model within the organisation, taking accountability for agent performance, reaffirming colleague engagement within the team and wider business

**Why Arrow Global?**

Arrow Global Group is a leading European investor and asset manager in the non-performing and non-core assets sector. Operating in five different geographies and servicing over 9 million customer accounts. Our Purpose - building better financial futures.

We offer a competitive salary and attractive benefits package, and we pride ourselves on rewarding success with our excellent bonus scheme and incentive package. We also have interactive subsidised events, colleague engagement teams, employee recognition and development programs and the opportunity to work collaboratively with multiple European countries.

During these unprecedented times we remain committed to providing you with a safe environment within which to train and we are confident that we can provide this whilst adhering to government guidelines on social distancing.

This role will be 37.5 hours a week.

Please note - we are an equal opportunities employer and FCA regulated company - we will conduct credit, fraud, criminal record and 5-year reference checks as part of our pre-employment screening.

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