Encore
Team Leader
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Team Leader Opportunity at First Direct
An exciting opportunity has arisen for a Team Leader to join the First Direct team with Wescot on a 6-month secondment basis. This is a full-time position at 35 hours per week. First Direct knowledge is essential for this position.
Core Purpose
The core purpose of the role is to be accountable for leading and coaching a group of Agents (c15) to deliver business targets (commercial, compliance, efficiency). Adhering to compliance legislation and guidelines and managing Agents in accordance with the company competency framework, policies and procedures.
Key Responsibilities
- Understand the compliance and conduct risk obligations of the 1st line of defence and coach agents to think compliantly and commercially at all times to set affordable, sustainable payment arrangements delivering in the shortest possible time.
- Conduct the required agent coaching interventions as specified by the business, translating these together with agent performance data into coaching and development plans and feeding these into the regular company performance review process conducted by the Team Manager.
- Communicate effectively with agents conducting regular briefings and leading team meetings to ensure client and business information is delivered in a timely and appropriate manner, monitoring and delivering team morale and motivation and a ‘can do’ culture.
- Manage change positively and promote continuous improvement by recommending changes that will improve results whilst retaining employee commitment.
- Act as Duty Manager providing floor cover and conduct escalated Expression of dissatisfaction (EOD) calls as per company process.
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Key Tasks
- Plan and conduct 6 x call coaching observations (calls selected by Call Quality Team) per Agent per month; fill in Call Quality audit system tool and feedback calls.
- Review Agent Exception Reporting weekly and Agent Errors Report monthly and coach or correct errors as required, using coaching record.
- Lead Agent team meetings and call calibration sessions in line with schedule.
- Conduct scheduled or ad-hoc Agent briefings.
- Attend bi-weekly team review sessions with Team Manager as scheduled to decide performance management interventions on all areas of Agent performance (e.g. call quality, commercial performance, efficiency, complaints and account errors).
- Lead conduct or grievance investigations (not Hearings) as required.
- Conduct manager calls on EOD in line with company process.
- Coach on Agent queries as required and decide if additional coaching is required from these; complete and record this coaching.
- Attend call calibrations with Team Leader peer group in line with schedule.
- Attend own 121 review sessions with Team Manager as scheduled.
- Act as point of contact for the Agents on process, people and systems queries.
- Cover a rotation of all operating hours across weekdays and weekends; ensuring the security of the department when telephone lines close and Agents leave and closing processes are adhered to. Ensure appropriate Agent cover by co-ordinating shift swap and overtime administration.
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Knowledge / Skills / Experience
- Proven track record of coaching and improving performance through tutoring and motivation of frontline Agents.
- Ability to communicate and influence with gravitas across the organisation, with experience in leading call calibrations and other training sessions.
- Ability to organise, deliver and document structured and regular coaching on call behaviour, process, system and policy.
- Previous experience of taking and resolving escalated customer queries in line with company and regulatory procedures and converting the call into coaching where appropriate.
- Committed to delivering the right outcome for the business, client and customer and the proven ability to inspire this in others.
- Committed to creating the right employee experience through role-modeling positive management culture, managing effective performance, maintaining excellent behavioural standards and effective communication models and proven ability to deliver this.
- Ability to work on own initiative and as part of a team with proven ability to innovate and deliver change.
Please apply by close of business Monday 17th August 2026.
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