Nssl Team Leader

**About the Role**
Newcastle Strategic Solutions Ltd is all about people, as a Team Leader within our Customer Operation you will support your people to succeed.

Join our customer service team and you'll lead and coach a team of Customer Service Advisers.

As a Team Leader, we really want you to get stuck in, working hard with your team to deliver great results. You’ll role model our behaviours, champion our customers and celebrate success.

This is an excellent opportunity to enhance your skills and experience within Customer Operations.

To ensure a healthy work life balance we operate on a hybrid model of working which means you will work some of your shifts from home and others in the office. There is a requirement to connect with your team of Customer Service Advisors and fellow Team Leaders while working in the office.

**Key Responsibilities**
- Coach, develop, manage and motivate colleagues to create an efficient and high performing team.
- Deliver monthly check in meetings with your direct reports, reflecting on recent performance and working through colleague PDP’s.
- Analyse quality insight from assurance functions such as QA and OBT, providing timely feedback to your direct reports and identifying trends which can improve the customer experience, particularly for Customers in Vulnerable Circumstances.
- To be a role model for our Society Behaviours, being courageous when holding conversation across the team and positively challenging customer processes.
- Successfully manage workloads alongside the Scheduling and Real Time team ensuring colleague adherence and output, resulting in administration and telephony service level.

**About You**
We are looking for you to have experience of managing and leading teams. You will be enthusiastic and driven and have a passion for developing yourself and others. Proven experience is required in the following areas;
- Strong commitment to delivering excellent customer service.
- A passion for developing colleagues and leading by example.
- Challenging effectively and constructively to deliver team results.
- Experience of working to tight timescales and delivering excellent customer service within agreed SLA’s
- Excellent attention to detail in relation to delivery and maintenance of processes and controls

**About Us**
At Newcastle Strategic Solutions we pride ourselves on exceptional service, to our employees, our clients and the customers we serve. We have strong roots in Newcastle and our passion and loyalty has resulted in us being UK’s leading savings management platform and one of the North East’s most established and successful FinTechs

We are focused on creating personal and trusting relationships and to get trust, we have to give it too. We are committed in creating the best possible working environment for our people. As such, our work has earned us an enviable reputation in the market as the best at what we do.

**What do you get in return? As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes**:

- Hybrid working - typically 3 days’ homeworking and 2 days’ office based
- A 35-hour weekly contract - We are happy to talk flexible working and welcome discussions around how and when people work including part-time hours
- 25 days holiday each year plus bank holidays (increasing with length of service)
- Bonus Scheme (paid annually) - On target 5%, up to 10% depending on performance
- Colleague mortgage scheme and access to our financial advisors
- Pension scheme - up to 9% employers’ contribution
- Life assurance (4x salary) and income protection
- Access to a range of wellbeing benefits, including Medicash scheme
- Electric car salary sacrifice scheme
- Cycle to Work scheme
- Above statutory family leave entitlement - 3 months full pay, 3 months half pay regardless of gender or route to parenthood
- An extra day’s holiday for your birthday
- The option to buy and sell holidays
- Two paid volunteering days each year
- A broad range of learning and development opportunities
- Access to a range of high street and online discounts
- Free onsite gym at Cobalt and access to a range of discounted/subsidised gym memberships nationwide
- A wide range of recognition initiatives to recognise and reward great performance

Pay: £27,134.00-£34,535.00 per year

Additional pay:

- Bonus scheme

**Benefits**:

- Company pension
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Health & wellbeing programme
- Life insurance
- On-site parking

Schedule:

- Weekend availability

Work Location: Hybrid remote in Wallsend NE28 9EJ