Intermediary Team Manager

Recruiter
Pertemps Wolverhampton Commercial
Location
Wolverhampton
Posted
11 Jan 2019
Closes
31 Jan 2019
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time
Due to continued success and development we are looking for a Call Centre Team Manager to work a Financial Services market leader. Reporting to the Operations Manager you will be responsible for overseeing daily call centre activities and a managing team leaders and supervisors.

In this strategic role, you will be a people manager, analyse and present management information, lead projects to improve the overall performance of the call centre and deliver a first class service to customers.

Providing leadership, support and guidance to your teams you will have a varied workload which includes:

• Ensure all call monitoring is undertaken as per regulatory requirements

• Provide resource planning for the call centre

• Handle, monitor and report on service issues and complaints, working with Senior managers to improve the overall service.

• Lead and manage day to day processes, staff and operational risk

• Set operational and performance goals and monitor performance

• Ensure all staff are managed, trained appraised and developed, setting goals and targets

• Collate and present MI and reports to the operational board and credit committee

• Deputise for the Operations Manager



Experience:

• Proven track record of effective senior leadership , driven to guide and motive others

• Experience of working in a financial services call centre

• Experience of complaint handling and resolution, complying with FCA guidelines

• Ability to write reports, analyse data and produce actions plans

• Experience within mortgages would be an advantage

In return you will enjoy an bonus of up to 20% of your basic salary, non-contributory life assurance of up to 3 x basic salary and 25 days holiday. Good link to motorways and free on-site parking.

The position is subject to a credit check and DBS check

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