Do you want a rewarding career with a growing organisation where people come first?

Overview

Name
Job Title
Team Leader – Customer Solutions

Job Grade
14

Reports To
Head of Claims

Direct Reports
Team Members

Indirect Reports
None

Working Relationships

Internal
Team members
Operational Management team
Representatives from all People’s Partnership departments

External
Employers
Members
Intermediaries
Third parties

Accountability Level
Level 2

Behaviours Level
Manager

Main Purpose
To oversee team members delivering excellent customer service and technical support, tailored to the needs of the customer, throughout the life of their relationship with People’s Partnership. To ensure team members build and maintain customers’ trust and confidence to maximise customer, advisor and third party satisfaction and retention.
To effectively monitor and manage the competence of all staff, and encourage and support staff development and professional progression.
Effectively contribute to the achievement of the department’s overall objectives and apply the Treating Customers Fairly (TCF) culture and principles within own job role.

Key Responsibilities

• Responsible for the team’s performance against agreed objectives and key performance indicators. To ensure exceptional levels of service are delivered within agreed service levels.
• Ensure resources are directed in an appropriate way to maximise productivity to achieve agreed service levels. Be responsible for recruiting new team members and taking part in the interview process.
• Lead and manage staff in line with company policies and procedures, including training (regulatory and company) & development, 1 to 1’s, performance appraisals and disciplinary & grievance issues.
• Take ownership of the management of relationships with customers, Business Partners, IFA’s and Strategic Partners including third party providers, to ensure all service/ technical enquiries/issues are resolved to the customers satisfaction by whatever means appropriate – phone, webinars, face-to-face, pension seminars etc.
• Responsible for the recording and analysis of team productivity and quality statistics. Use management information to measure workflow and staff performance. Identify training needs and arrange/provide coaching and technical support to team members.
• Encourage self-development of team members and provide feedback as appropriate. Proactively develop individuals to maximise their ability.
• Contribute to updating operating procedures for all administration activities and ensure all staff are trained/aware prior to implementation.
• Oversee the processing of tasks and ensure they are carried out correctly. Specific tasks may have to be reviewed daily in certain circumstances.
• Working towards or already hold minimum exam requirements necessary to fulfil duties as an ‘Overseer’ and act in line with People’s Partnership company values and Treating Customers Fairly.
• Undertake monthly quality sampling of processes and customer communications; ensuring consistency, quality standards are met, and excellent customer service is delivered.
• Providing feedback to colleagues, ensuring this is delivered constructively.
• Maintain a detailed and recorded knowledge of legislative and regulatory requirements.
• Adhere to Company Risk Management policy and procedures, including identifying and reporting any incidents or breaches
• Proactively supporting Treating Customers Fairly (TCF) and Consumer Duty requirements, together with the company’s vision, values and colleague behaviour framework
• Adhere to the Company’s Diversity and Inclusion policy