Team Leader

2 weeks ago

Reading, United Kingdom ALDERMORE BANK PLC Full time

This role will lead the Agreement Services Team within the Asset Finance Customer Experience Team, reporting into the Customer Service Manager, managing the End of Lease, Admin Support and Quality Control function for the Customer Services team.

**What will your day look like?**

**This is a hybrid role, where you can work a blend of home and office, Monday to Friday, no evenings and your weekends off to relax**

This role works closely with the Customer Services Team leader to ensure consistency and great customer outcomes for our client base.

Reporting to the Customer Service Manager, who will be your line manager and responsible for things like performance review meetings, 1-1s and development conversations, you will be responsible for:

- Identify and deliver training within the team to ensure knowledgeable in all products and systems.
- Liaise and work closely with Customer Services colleagues to focus on delivering a 'best in class’ in life service.
- Work in partnership with the Customer Services Team Leader, providing cover for each other in times of absence and delivering 'One Best Way’ for the Customer Service Department.
- Act as an escalation point, developing the expertise and skills to enable commercial decision making, whilst adhering to policy and keeping the bank safe.
- Identify and recommend process improvements, to maximise capacity, improve quality and reduce process cycle time for both Agreement and Customer Services.
- Complete and document team sampling, deliver feedback for business assurance to individuals and the business framework.
- Ensure any authority mandates are adhered to, escalating any queries as necessary.
- Ensure all compliance and regulatory tests are completed in advance of set deadlines.

**What are we looking for?**
- Ideally 1-2 years in a Leadership role
- Experience in Asset Finance desirable
- Change agent: committed to process improvement, implementation and control
- Effective verbal and written communication skills
- Ability to deal with multiple priorities and meet changing deadlines
- Proven ability to coach and lead the team to drive quality, speed and efficiency
- Strong analytical, problem solving and decision-making skills
- Ability to successfully interface with business users, IT, and third-parties to determine functional requirements

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