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Scheme Complaints Team Leader


Location:
Bradford
Language(s):
Only English Required
Job Ref:
162094
Company:
NRG
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Job Description
This is a fantastic opportunity to join one of the UK’s well established financial organisations as a Scheme Complaints Team Leader.
The purpose of the role is to ensure Help to buy Scheme Complaints are undertaken in accordance with established Scheme Rules, Schedules, Guides processes and policies within mandate levels and service level agreements. To manage and develop a team of staff, monitor and control workloads, balance resources and performance improvement and ensure delivery of the highest possible standard of service at all times.
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Salary Indication
£22,000-£28,000
Requirements
SKILLS/KNOWLEDGE REQURIED
• Ability to manage conflict.
• Interpersonal skills including influencing, negotiating and convincing to a very high level.
• Excellent written (Letter and email), telephone and face to face communication skills.
• Organisational skills to fully own and manage the workload.
• Good knowledge of windows applications.
• Numeracy skills to understand financial transactions.
• Ability to analyse the impact of complaint resolution for best effect for both the customer and Group.
• B2B administration.
• Flexibility in approach to workloads
• Ability to effectively communicate within own team and at Team/Senior Levels
• Intermediate level of technical skills required for the role e.g. Excel, Access, and Word.
• An ability to understand own role within the E2E process chain and impact of isolated decision making
• Ability to build and maintain positive working relationships in order to deliver departmental and company goals
• Able to identify opportunities for process and performance improvement at a personal, team, unit level.
• Ability to identify and solve complex problems, which relate to own area of responsibility and on occasion, other areas of the business.
• High levels of analytical and numerate skills
• Excellent Administration knowledge
• Ability to adapt to change
• Good knowledge of people management practices and procedures.
• Comprehensive people leadership/management skills.
Responsibilities
KEY TASKS / RESPONSIBILITIES
• To monitor daily workload figures managing resources effectively across the team.
• To manage performance, quality and conformance
• To conduct regular one to ones, team meetings and performance planning sessions with the team members.
• To coach, mentor and develop team members to become highly effective performers.
• To manage absence, sickness and holidays balancing the needs of the business.
• To manage staff satisfaction and reward & recognition across the team.
• To manage operational risk, mandatory training and health and safety.
• To represent in working groups (both internal and external to the function) and participate in project work as and when required.
• To monitor the operation of systems, reporting failures and faults through the appropriate channels, advising the Scheme Administration Manager of any issues.
• To manage/assist in the development, testing and implementation of new systems, enhancements to existing systems and fault fixes.
• To assist in the recruitment of staff
• To be responsible for making high level decisions in relation to Scheme Rules, Schedules, Guides, processes and procedures
• To carry out monthly audits to ensure the department is operating in line with Scheme Rules
• To ensure that comprehensive and up to date procedures exist.
• To be responsible for external audit reviews and findings.
• To monitor daily workload figures managing resources effectively across the team.
• To manage performance, quality and conformance.
• To provide strong functional leadership to the team and maximise individual and team performance
• Motivate, coach and develop individuals within the team to maximise capabilities and potential
• Identify individual training and coaching needs and build appropriate succession and development plans
• To manage absence, sickness and holidays balancing the needs of the business.
• To manage staff satisfaction and reward & recognition across the team.
• To manage operational risk, mandatory training and health and safety.
• To represent the organisation in working groups (both internal and external to the function) and participate in project work as and when required.
• To monitor the operation of systems, reporting failures and faults through the appropriate channels, advising any issues.
• To manage/assist in the development, testing and implementation of new systems, enhancements to existing systems and fault fixes.
• Develop and maintain a good risk and control awareness across the team
• Responsible for undertaking or managing tasks, where errors or events would pose a major risk to achieving section or departmental objectives only.
• Compliance and adherence to all Company policies and procedures.
• Support the delivery of appropriate customer outcomes in line with the Conduct Risk Framework and TCF Outcomes


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