Team Leader

2 weeks ago


Darlington, United Kingdom Student Loans Company Full time

**Details**:
**Reference number**:

- 278536**Salary**:

- £26,250 - £32,000- 27.1% employee contribution pension**Job grade**:

- Other**Contract type**:

- Permanent**Business area**:

- SLC - Operations**Type of role**:

- Contact Centre**Working pattern**:

- Full-time**Number of jobs available**:

- 2Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- DarlingtonAbout the job

**Job summary**:
**Tea**m Leader - operations**

**Salary: £26,250 - £32,000 pa**

**Pension: 27.1% employer contributions**

**Location: Darlington**

**Permanent position**

**Closing Date: 7th April 2023**

**Full time - 37.5 hour per week, 5 days a week**

**Job description**:
**Is it time you unlocked your potential?**

Student Loans Company is a non-profit making Government-owned organisation to provide loans and grants to students in universities and colleges in the UK. Since 1989, we have enabled our customers to invest in their futures by delivering secure, accurate and efficient assessment, payment and repayment services.

**What you will do**

**Person specification**:
**What you bring**
- Experience of leading, coaching and supporting team members to drive a high-performance culture of delivering an excellent customer experience.
- Experience of managing performance and under-performance with awareness of associated HR policies e.g. absence management, capability and disciplinary processes.
- Understanding of how to use performance indicators and management information to drive improvement.
- Excellent problem-solving skills with the ability to take ownership of solutions.
- Experience of working in a fast paced, high volume environment without direct supervision.
- Experience of working well within a team.
- Accuracy and attention to detail to achieve high standards of work in line with personal goals and those of the business.
- Understand and interpret a wide range of information inform decision making and next steps.
- Computer literate with ability to work across multiple open programmes (Office 365, CRM systems, databases etc).

**Key Responsibilities**:

- Taking ownership of your team’s performance, you will spend 80% of your time communicating, coaching, developing and performance managing your team members.
- You will collaborate with Workforce Management and Quality teams to enhance performance of your team and your team members. Sharing and adopting best practice.
- You will provide leadership to your team, always role modelling the SLC behaviours. Sharing the Operations vision and objectives in a meaningful way.
- You will provide pastoral support to your team members in day-to-day management issues, utilising available resources.
- You will be focussed on continuous improvement activity, not walking past a problem and not ignoring potential problems whilst delivering the best possible service.
- You will strive to deliver service excellence with customers, colleagues and stakeholders.
- You will use the SLC systems effectively, recording information promptly and accurately, in line with SLC expectations/procedures.
- You will be flexible in offering support and leadership across other areas of the business.
- You will engage with the SLC career pathways and take ownership of your agreed objectives and development plan, acting upon feedback received, and support your team members with their career development plans.
- In all aspects of your work, you will observe and comply with all SLC policies and guidance including health and safety, security, data protection, Anti-Fraud, equality and diversity. This includes responsibility to ensure you and your team members remain compliant with all mandatory learning activity.
- You will strive to deliver service excellence with customers, colleagues and stakeholders.

**Benefits**:
**You can expect more from a career with SLC. We support colleagues to unlock their potential through our Career Pathways development programme and offer an excellent benefit and rewards package that includes**:

- 28 days annual leave plus 8 public holidays
- Option to buy/sell annual leave
- Flexi-time and flexible working options available
- Option to join the Civil Service pension scheme
- Life insurance cover for 4 x annual salary
- Enhanced company sick pay and family leave including maternity, paternity and adoption
- Contributory lifestyle benefit options including discounts at hundreds of retailers, cycle to work scheme, access to the Civil Service Sports and Leisure Club for discounted gym memberships, and an optional dental insurance scheme

Things you need to know

**Selection process details**:

- Feedback will only be provided if you attend an interview or assessment.**Security**:
- People working with government assets must complete baseline personnel security standard (opens in new window) checks.**Nationality requirements**:

- Open to UK nationals only.**Working for the Civil Service**:

- The Civil Service Code (opens in a new wind


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