Process Team Leader

5 months ago

Newport, United Kingdom Sopra Steria Full time

If you have a passion for motivating people and have an analytical approach to your work, then this could be the role for you

We're recruiting a Finance Team Leader to join our contact centre services, taking responsibility for our successful team of Contact Centre Advisors. The team provides HR, Payroll, Finance and IT CCS to all our Government clients.

You'll be involved in the finance area of the CS, with the responsibility for the provision of coaching and developing around 12 team members, whilst also supporting the Operations Lead with delivery of services to our clients. This will prove to be a great opportunity to lead a successful team and develop your leadership skills to make a real positive impact.

As this is a Hybrid working role you will work 2 days in the office (every Thursday and Friday) and the rest of the week at home.

**What you'll be doing**:

- Motivating, and developing the team, encouraging communication, and maintaining a personal development plan for each advisor.
- Ensuring that SLA’s are being met.
- Holding weekly 1-2-1s, quality assurance audits, monthly appraisals and monthly team huddles.
- Taking ownership and resolving raised complaints.
- Lead the planning implementation, to make sure the availability of required staff members.
- Identify and develop improvements within own area with a clear view to enhance the customer journey.
- Make sure that agreed processes/standards/timescales/Quality Requirements are adhered to.
- Work with the advisors and wider CC team to improve our already strong GPTW (Great Place to Work) score.
- Focus on maintaining and improving our CSAT score.

**What you’ll bring**:

- Customer Service experience.
- Competent using Excel, Word, PowerPoint etc.
- Good at internal and external communication and developing relationships with all partners.
- Ability to set and achieve performance targets.

**It would be great if you had**:

- Previous experience of Leading a team.
- Experience with Amazon connect Plus.
- Oracle experience.

That’s what we are looking for, and this is what we can offer you. You will be supported by more senior members and managers from day one, where sharing experiences and knowledge will support your development to become a well-rounded Team Leader, not to mention the abundance of training and development opportunities we have (including our external partner providers).

We put the wellbeing of our people at the centre of everything we do, and therefore flexibility and work life balance is a key for a successful team You can also join one of our Diversity and Inclusion networks, including WIN, LGBT+ and Neuro-diversity to name just a few. Have you got a charity close to your heart? Then take a couple of paid days to volunteer and support them.

Employment Type: Full-time Permanent

Location: Newport

Security Clearance Level: SC

Internal Recruiter: Theo

**Salary**: £25,000

Benefits: 25 days annual leave with the choice to buy additional days, life assurance, pension, and generous flexible benefits fund

If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you

**Loved reading about this job and want to know more about us?**

SSCL is the market leader in critical business support services for the UK public sector. Operating at size and scale since 2013, SSCL has delivered over £750 million of savings - providing more funds for front line public services. We transform services using digital solutions and innovative technology, developing platforms that enable flexibility to meet the changing needs of our Government, Defence and Police clients.

We employ around 3,000 people who sit at the heart of our business strategy. Their passion and connection to our values and our purpose is what sets us apart and puts SSCL in the Top 20 of GPTW large workplaces. ‘Living SSCL’ means we deliver social value within our services and work with our clients and community partners to support programmes such as education and employability initiatives across the UK.

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