Pensions Training and Communication Manager

4 weeks ago

Inverness, Highland, United Kingdom Marston Holdings Full time £24,133
Role Overview:
As a pivotal member of our Operations team, the Pensions Training and Communication Manager will oversee a dedicated group of Customer Service Agents, ensuring they possess the essential skills to perform their roles effectively through ongoing development.

Key Responsibilities:
  • Lead and mentor a team of Customer Service Agents, fostering an environment of continuous improvement and professional growth.
  • Utilize exceptional communication skills to enhance the efficiency and effectiveness of the team.
  • Monitor team performance through KPIs, observations, and audits to identify areas for development and improvement.
  • Collaborate with the quality assurance team to analyze productivity and quality trends, implementing action plans as necessary.
  • Facilitate the development of team members through targeted coaching, training, and the establishment of SMART objectives.
  • Conduct regular one-on-one performance reviews, assessing progress on objectives and setting new goals.
  • Implement effective performance management techniques to address any areas of concern, including disciplinary actions when required.
  • Ensure clear and consistent communication with team members through briefings, meetings, and performance management processes.

Essential Skills:
  • Proficient in Microsoft Office Applications.
  • Strong planning, time management, and organizational abilities.
  • Ability to analyze KPIs to manage team performance effectively.

Working Conditions:
Hours: 8am – 4pm, Monday to Friday
  • Hybrid working options available.

Contract Details:
Full-time position with 37.26 days of annual leave.
  • Health Cash Plan.
  • Employee benefits tailored to enhance your lifestyle, including discounts on shopping, travel, and wellness activities.

Diversity and Inclusion:
We are committed to being an equal opportunity employer, welcoming applications from all qualified individuals regardless of gender identity, ethnic background, nationality, religion, age, sexual orientation, disability status, or any other protected characteristic.

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