Team Leader

6 months ago

Cardiff, United Kingdom Equiniti Full time

Management Level

G

We are Lenvi and we provide technology and processing services to the UK lending industry. As one of the leading providers of Loan Management Platforms to the UK finance sector, we help our clients solve complex business challenges such as attraction and retention of customers, balancing risk and maximising efficiency and value, all through the deployment of our innovative technology and proven business processes.

**Role Summary**

Based in our Cardiff city centre offices and working directly for the centres Head of Operations, this role will help build, recruit, and launch our 100+ strong operational team of Customer Service Agents and will then lead the team into normal activity once the service has transitioned, running the day-to-day aspects of the team.

Y ou will lead, coach & develop your team of CSA's to ensure achievement of the planned performance, quality level and agreed customer service standards all with an acute focus on the customer experience. Your team will be responsible for servicing the customers Equity Loan from completion to redemption, managing queries, working through processes and everything else in-between.

**Flexibility**

The role is hybrid meaning there will be a flexibility to work from home, but this will be in line with your teams needs and at the discretion of the Operation Manager & business needs.

The Cardiff centre will run on shift rotation Monday to Friday 8am -8pm, Saturday 9am
- 1pm and will be closed Sundays and Bank Holidays.

**Core **Duties/Responsibilities**
- Leading, developing, motivating, and inspiring the team and individuals to deliver a best-in-class customer experience
- Advocate for customer experience and continuous improvement of processes and procedures
- Accountability for the development and performance of Customer Service Agents, through effective, regular coaching / feedback and (1-2-1) sessions
- Responsible for the identification and performance management of individuals under performance, within the appropriate timescales
- To provide independent Call Quality Monitoring and coaching sessions to provide the skills, tools, and insight to increase the performance and effectiveness of individuals across the Centre
- To ensure that an effective structured coaching and support process is developed and maintained for new recruits whilst in the academy environment so that their quality and performance targets can be met To support departmental KPI's & SLA
- 's by being responsible for the communication and delivery of individual productivity and performance objectives
- Recognise and determine trends in customer processes, investigating further when appropriate and seek to implement changes to ensure a continuous improvement environment
- Manage employee relations issues effectively, complying with Company policies, procedures, and legislation. Ensure compliance with Lenvii's standards and reporting requirements, together with all relevant regulatory and statutory requirements, where appropriate implementing actions to always protect Lenvi
- 's business. Always to undertake the duties of this role in accordance with the requirements of the company's Regulators, including FCA
- 's Principles for Business.
- To support the Training Manager in planning and co-ordinating all new and BAU training ensuring both new recruits and experienced Agents are appropriately trained, coached, and motivated so that their individual and collective performance meets the current and future key performance indicators.

**What we want to see from you**

A minimum of 1 year of experience in managing and leading teams within a customer service environment such as a call centre or contact centre

Previous experience in a financial service, mortgage, fintech environment is preferred but similar backgrounds may be consideredSpecialism within collections, arrears, customer service, payments, redemptions would be advantageous'¯'¯Energetic and motivating individual who is passionate about providing fantastic levels of service for customers, driving and motivating your team to do the sameExperienced in dealing with challenging customer service scenarios with an ability to see things from the customers perspective and put the customer firstResilient and able to work and learn quickly in a fast paced, fun and dynamic environmentEmpathetic and works well with people and multiple different stakeholdersExperienced in working to and achieving targets as a leaderAble to effectively prioritise multiple competing tasks

**What you'll get in return**

28 days + 8 bank holidays. Option to buy more days through salary sacrifice.'¯

A cash payment annually towards flexible benefits, e.g., dental insurance, gym membership, the above extra holiday etc.'¯'¯x4 Life Assurance.'¯'¯Matched pension scheme (e.g., you pay in 6%, EQ pay in 6%), up to 10% each side (20% in total).'¯'¯Discounts with major retailers (EQ Wins).'¯'¯Maternity or adoption leave of 3 months fu

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