Team Manager

The role - Team Manager - Band 4 lower -
We currently have an exciting opportunity an experienced Team Manager to join our team in Wavertree, Liverpool. We have 2 x 6 month secondment positions available, with the opportunity to progress. Business hours are Monday to Sunday 8am - 8pm. Shifts will be rotational. Working 1 weekend in 4 with a day off in the week. Shift patterns are generally 8am - 4pm, 9am - 5pm and 10am - 6pm. 1 week in 12 shift pattern will involve working to 8pm


Responsibilities:
*Lead, manage and coach a team of FTE, facilitating development as necessary towards business and Customer Service goals
*Deliver outstanding levels of service to customers through reactive and proactive telephony contacts, as well as efficient management of preventative fraud alerts
*Provide accurate and informed responses to internal & external customer enquiries
*Provide accurate and informed responses to Head of Department on team performance
*Be an active team player, and support management decisions
*Ensure compliance to regulatory and service levels, ensure targets are being met.
*Contribute to and implement personal development & training plans for self and the team
*Assist other parts of the Operation when necessary
*Ensure strict adherence to the Group's HR Policies
*Ensure key control procedures are adhered in order to minimise the operational risks associated with the Teams processes. Develop and implement action plans to resolve identified control failures
*Maximise performance of the Team through the setting of focussed customer service, quality, productivity and key result areas undertaking regular reviews
Please note: previous applicants need not apply

About you
*Be able to work under own initiative and make effective decisions.
*Be able to communicate effectively and negotiate at all levels.
*Have the ability to support others development through coaching.
*Have experience in a Customer focused environment.
*Is proactive, creative and flexible in working with colleagues to achieve stretching targets.
*Ability to deliver high levels of Customer Service and to empathise with our Customer needs.
*Achieve set productivity and quality targets in line with objectives.
*Strict adherence to system standards and risk procedures.
*A strong teamwork ethos.
*Have attention to detail to ensure quality of own work and that of others
*Preferable
*Successful leadership experience.

What you'll get in return
*Upon joining the team, you will receive an attractive reward package plus the opportunity to participate in a bonus scheme linked to helping our customers and the success of the business
*Generous holiday allocation of 36 days per year, made up of 28 days plus 8 bank holidays (pro rata for hours worked)
*A flexible reward package designed to benefit you as an individual - including discount vouchers for popular high street stores, discounted protection products such as life assurance and private medical cover, as well as childcare vouchers and other attractive