Intermediary Team Manager

Pertemps Wolverhampton Commercial
11 Jan 2019
31 Jan 2019
Contract Type
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


• 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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