Workflow and Compliance Team Leader

4 months ago

Oldham, United Kingdom ABCA Systems Ltd Full time

**Why ABCA?**

Here at ABCA Systems Ltd, we strive to be the very best at what we do, both in the eyes of our customers and our colleagues. We believe close working relationships are the key to success and satisfaction. We are a team, we believe in one another and support one another as we work together towards a common goal.

We believe investing in our employees is fundamental to success and growth. You will discover new opportunities, take ownership of important initiatives, learn at a fast pace and become part of the ABCA family.

**Job purpose**

If ABCA sounds like the right place for you, we would love you to join our team in the Service Department. Facilitate the effective delivery of the teams Service desk, Admin and Scheduling teams with the effective management of their team. The Team Leader is a crucial position and is pivotal to the success of this extremely busy department. The position holder will ensure the consistent high-quality service delivery to all customers, ensuring SLA’s, KPI’s and Compliance requirements are achieved and ensuring that engineer utilisation is maximised to deliver best performance.

**Duties and responsibilities**
- Daily supervision of the team members, assisting with logging and planning queries.
- Providing continuous support and training to team members where required.
- Providing support and cover where required during busy periods and absence.
- Assist with review and monitoring of engineer’s diaries, working with schedulers to improve and develop their understanding and methods.
- Carry out remote call audits to ensure that calls are being booked and dealt with effectively.
- Liaising with FLM’s where schedulers are reporting resource issues. Escalating to the Service manager and Workflow and Compliance Manager where required.
- Monitoring scheduler performance via internal KPI’s.
- Monitoring and identifying best practice within the different teams, creating process documents to train out within the team.
- Monitor Compliance figures and drive performance to ensure targets are met.
- Manage and respond to client requests that sit above a Service Controller level.
- Work with Workflow and Compliance Team Leader to highlight key areas of focus for specific clients where required.
- Assist with any higher level planning or compliance requirements to support manager.
- Supporting manager in line with department and business needs.
- Undertake any other reasonable duties as required to meet the needs of the business.

**Qualifications and Experience**
- Good problem solving techniques
- Proven track record working with high level customers
- Excellent communication and interpersonal skills
- Excellent organizational skills
- The ability to meet critical operational deadlines
- Effective team leader/supervisor.
- Use of Microsoft Office packages, Word, Excel, essential, CASH for Windows knowledge desirable and a distinct advantage.

**Personal Attributes**
- Professional and positive approach
- Self-Motivated
- Strong in building relationships and able to communicate at all levels
- Team builder and able to work on own initiative

**Company Benefits**
- Employee Assistance Programme
- Mindfulness and/or meditation apps
- Employee Discounts (supermarkets, eating out, clothes, gyms etc.)
- Doctor Care Anywhere (24/7 access to an online GP and prescription service)
- 23 day’s holiday excluding bank holidays, with the ability to increase up to 25 days

**Other Information**

This is a PERMANENT role we are offering based in the Oldham Office.

The salary we are offering is £30,000.00 - £35,0000 per annum depending on skills and experience, based on a 40 hour working week.

**Application information**

If you would like to apply, external applicants should submit their CV’s via indeed. If you are a current employee of ABCA Systems, you should complete ASLGN157 Internal Application Form via the staff intranet.

**Job Types**: Full-time, Permanent

**Salary**: £30,000.00-£35,000.00 per year

**Benefits**:

- Employee discount
- Health & wellbeing programme
- On-site parking
- Referral programme

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Work Location: In person

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