Financial Services Remediation Team Leader

Ember Search
Crawley, UK
16 Jun 2019
30 Jun 2019
Contract Type
Full Time
The Role

This is an exciting opportunity to be part of a dynamic large-scale operation in the financial services industry. The role will be based in Crawley and you will be working to lead one of the high-quality teams as part of a PPI Review Project.

Start date: June 2019

Location: Crawley, West Sussex - commutable from London, Brighton and Guildford.

End date: Contract until the end of 2019

Shift patterns/rates available:
  • Dayshift - 6am - 2pm (Mon-Fri) - £240 per day
  • Twilight - 3pm - 11pm (Mon-Fri) - £240 per day
  • Nightshift - 7pm - 7am (Tues-Thurs) - £400 per day

Your day-to-day activities will include:
  • Managing a team of either case-handlers, complaint handlers or call handlers and administrative staff to consistently meet productivity and quality targets
  • Driving performance of the team and feeding back to management
  • Overseeing a defined process including, contact from external sources, both in the form of telephone calls and written correspondence, decision making, and updating workflow system
  • Liaising directly with management day-to-day
  • Ensuring regular and effective communication at all levels

Essential Skills and Experience

Proven experience managing teams in a target orientated environment is a must. A background in financial services and complaints-handling is a desirable. Experience in PPI complaint handling is preferable, but we will also consider candidates with strong experience in other products.

The candidate will require the following skills:
  • Significant experience of managing teams towards stringent productivity and quality assurance targets
  • Proven Team Leader experience within a banking/financial complaints and operations, preferably with a background of Past Business Review or similar
  • Have strong numerical and decision-making skills and be able to understand MI reports
  • Proven strengths in leading, coaching and motivating a team
  • Proficiency in Microsoft Office programs, especially Excel
  • Ability to manage multiple activities and prioritise tasks
  • Confidence to escalate issues to leadership team
  • Pro-active approach and ability to identify solutions to operational challenges

The successful candidate will report to the Operations Manager and act as part of the management team.


Should you wish to apply for this role please submit a CV demonstrating the essential skills and experience as listed above.

As this role will be working in Financial Services if successful you will be subject to strict background screening including full credit report and criminal background check.

The start date is the 17th June 2019. Commitment to the duration of the project is expected.

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