Portal Team Leader

Location
Cheadle, Cheshire, England
Salary
Competitive Salary
Posted
04 Nov 2016
Closes
02 Dec 2016
Ref
NOV20160354
Contact
Richard Ford
Sectors
Legal
Contract Type
Permanent
Hours
Full Time

Job: Portal Team Leader
Salary: Competitive
Locoation: Wythenshaw
Benefits: Company Car, attendance bonus, saving scheme, free breakfast and many more.

To provide technical expertise to Portal File handlers acting as a mediator working with our client's Litigation department Team Leaders to ensure that cases are managed in accordance to MOJ Portal guidelines and where appropriately dropped from the Portal into their Litigation department.

Managing Business Delivery and Results - To regularly review the activities of the team in order to ensure that most effective and cost effective approach is used to provide the highest level of customer service to achieve set SLA's. To establish a Performance Management Program to proactively review the teams working practices. To identify improvements in productivity, quality, service levels and customer satisfaction. Provide an efficient and flexible response to operational issues in order to maintain levels of service delivery and customer satisfaction

Managing Business Delivery and Results -To regularly review the activities of the team in order to ensure that most effective approach is used to provide the

Managing People

  • A minimum of Bi-Monthly 1:1's are conducted and documented
  • A minimum of Bi-Weekly team meetings - actions documented
  • Training and development plans in place when relevant
  • Provide feedback on individual performance through quality checks and cases reviews
  • Manage adherence against timekeeping e.g. log-in/out - breaks & lunches. Feedback and record any issues identified.
  • Report sickness and conduct return to work interviews and apply the company attendance policy.
  • Spend a minimum of 20 hours per month to provide coaching and feedback.
  • To motivate team members through set objectives using tools available; incentives.
  • Conduct regular quality reviews providing timely feedback, Complete monthly quality checks for each team member;
  • These must include;

  • Monitoring the quality of calls
  • Completion of data quality checks
  • Spending time with individuals to feedback
  • Ensure any meeting held where training issues have been identified are recorded and stored in the appropriate place highest level of customer service to achieve set SLA's.
  • Managing Business Delivery and Results

    • Monitoring the telephone system within the Portal department to ensure that all calls are directed to the correct destination.
    • Ensure that own and team's files are maintained to the required standard and in line with targets set.
    • Provide coaching support and mentoring to all new staff in line with training/audit expectations.
    • Manage client's expectations in relation to the initial instructions on the case and assist in any other queries in relation to cases sat within the Portal team.
    • To give assistance and support to the Portal Technical Team Leader with Holiday and absence cover.
    • To ensure the confidentiality and security of all firm and client documentation and information.
    • To maintain high standards in the processing of client work, both in respect of professional standards and client care.

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