Team Leader

Edinburgh Technopole, UK
17 Oct 2019
25 Oct 2019
Contract Type
Full Time
The Role - Team Leader

This is an exciting opportunity to be part of a dynamic large-scale operation in the financial services industry. You will be working to lead one of the high-quality teams as part of a pension review project.

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


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 Pensions 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 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.

This is a full-time contract position.

Working hours: Monday - Friday (9am - 5pm)

Rate: £210 per shift


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.

This project commences on the 21st October. You MUST commit to the full duration through to the end of March 2020.

Cynergie specialises in complaint handling and compliance review services across regulated industries such as Financial Services, Utilities and Ombudsman Services. We partner with our clients to process complaints or compliance review work through the provision of either temporary resources (contractors) to work on site or via a full outsourced managed service.

PLEASE NOTE: As much as we would love to respond to all applicants, due to the sheer volume of applications we receive we are unable to respond to everyone. If you have not heard from us within 7 days of sending your CV, unfortunately, we will not be progressing with your application on this occasion, though we do encourage you to apply for future suitable roles.

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. If you have a disability or additional need that requires accommodation, please do not hesitate to let us know.

Similar jobs

Similar jobs