Customer Operations Team Leader

**Career Family, Level & Title**: Team Leader

**Job Type**: Permanent

**Hiring Manager**: Kerry O'Rourke

**Closing Date**:
Did you know the Phoenix Group is a FTSE 100 company who is consistently listed as one of the UK’s top employers? We’re specialists in the pensions and insurance market which allows us to recruit the very best and most experienced individuals to join our talented people. As part of our senior team you’ll help us shape our strategies and innovative approaches, continuing our growth as part of the UK’s largest long-term savings and retirement business

Phoenix Group are recruiting a Team Leader to join our Cash & Banking/Reconciliations team within Customer Manual Solutions. The position will preferably be based in Telford on a permanent basis.

The Cash & Banking team is a fast-paced environment where we are responsible for processing customer receipts and payments to banking SLA’s which requires Team Leaders to react quickly and effectively to daily duties alongside emerging challenges/incidents. Organisational skills alongside an enthusiastic ‘can do’ attitude are important.

In this role, you will be responsible for a team of people, driving excellent customer outcomes, positive risk management and motivating your team through role model leadership behaviours.

**Key skills/experience required**:

- Strong interpersonal, motivational and communication skills
- Ability to collaborate effectively with stakeholders
- Resource and workflow management skills
- Experience of people/performance management
- Strong organisational & planning skills with the shown ability to adapt to change and have a flexible attitude to work
- Ability to influence, persuade and to represent a management perspective and sell and own ideas
- Ability to develop and deliver improving customer service along with strong verbal communication style to deliver messages to individuals and team

**Key Responsibilities**
- Manage the team effectively through the efficient use of all resources, systems and procedures.
- Responsible for their team providing a great quality service and customer experience, being proactive.
- Ensure the team are clear on their own goals and how that aligns to the goals and strategy of the business area and the wider organisation.
- Positively lead and encourage idea generation amongst the Customer Operations Representatives to deliver improvements and results.
- Set clear expectations of what high performance looks like through reward and recognition and manage underperformance consistently.
- Actively demonstrate leadership and role model key competencies.
- Manage breaches, complaints or ASCs logged, put action plans in place and make improvements.
- Pro-actively manage staff situations as they arise to achieve positive outcomes.
- Motivating team and maintaining morale within the team during fluctuating workloads.
- Ensuring team are developed to meet and respond to customer needs.
- Managing employees with performance issues and handling sensitive staff issues.
- Managing the demands of and building relationships with demanding and knowledgeable customers.
- Reacting effectively to unforeseeable challenges.
- Will typically manage 8-20 Customer Operations Reps of varying levels of experience.
- Majority of roles with have authority to waive premiums, make ex-gratia payments and ASC and accounting adjustments up to agreed limits.

**What We Offer**
- Bring your ‘whole self’, skills and dedication to the Phoenix Group and we’ll recognise your effort, support your development and help to drive your ambition. We’ll ensure you’re rewarded for your contribution with a competitive package that includes an attractive pension, annual bonus potential, private medical insurance, generous holiday entitlement, enhanced maternity and adoption leave and a range of other financial services and lifestyle flexible benefits.- Join us and you join a unique organisation. It’s not just the 14 million policyholders we serve, or the £300 billion of assets we look after. Or that we’re a FTSE 100 company that has been listed as one of the UK's Top Employers for nine years running. It’s our talented, inclusive and diverse workforce that makes us a success. We offer flexible working opportunities ensuring we attract and retain the very best of talent. Find out about more about our people’s stories, our values and our commitment to diversity.**Key Competencies**
- **Communication Skills**
- Clearly and effectively communicates information, ideas, plans, requests and opinions to internal and external stakeholders through a range of channels including written and oral. Ensures alignment with communication guidelines and policies.- **Customer At The Heart**
- Being customer driven in all you do, understanding and meeting the customer’s needs and connecting emotionally with the customer.- **Delivering Results**
- Meeting and exceeding performance goals and expectations to deliver re