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Quality Control Team Manager

Office
£28,300 - £28,300
Surrey
LH17265
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Do you have Team management experience and looking to work for a well-established financial services organisation based within the Redhill area?

Do you possess the drive and determination to succeed?

We have an exciting opportunity for a Quality Control Team Leader who will be responsible for ensuring that work produced around the operational areas (New Business, Customer Services, Arrears management and Financial Crime) meet the quality and efficiency standards set by the business. You will deal with or escalate any identified risk in relation to business policies and/or legislative guidelines, as well as directly manage the teams to deliver high quality performance of individuals which promotes Customer Centric values.

What will you be doing?

  • Reporting to the QC Manager you will manage a team of circa 10 individuals in line with departmental objectives which supports the delivery of a world class customer experience.
  • Achieve planned business results, using workflow evaluation
  • Have a proactive resolution to problems that may impact on service, whilst ensuring quality of service is not sacrificed to achieve
  • Ensure quality of work produced by team is at a high standard
  • Deliver structural performance development plans to ensure team is continuously learning and growing
  • Responsible for tracking and arranging skills and process-based training
  • Recruit, lead, develop and manage a team to ensure that the people are both skilled and motivated to deliver performance that maximises competitive advantage.
  • Deal with more complex/high risk transactions
  • Undertake quality control of the Advisor’s work and deal with complex issues that require careful monitoring
  • Respond to more complex customer complaints and draft individual replies to customers with escalated complaints
  • Complete ad hoc tasks/projects as requested by Team Manager
  • Act as point of reference for team colleagues and improve performance of colleagues after coaching
  • Deal with or escalate any identified risks in relation to risk policies and/or legislative and regulatory guidelines in accordance with the group risk framework.

Who will suit this role?

  • Ability to use own initiative to resolve complex customer queries
  • Ability to work under pressure and tight deadlines
  • Excellent attention to detail
  • Written communication skills
  • Telephone & call handling skills
  • Numeracy skills
  • Planning and organising skills
  • Customer Service, New Business, Arrears Management or Financial Crime experience is desirable
  • Management experience in relevant functional areas is desirable
  • Line management qualification is desirable

As well as working for a sought after employer, where you have the opportunity for enhancing future career opportunities, this client also offers a competitive salary of £28,300 per annum plus Quarterly Personal Performance Bonus Scheme and 27 days holiday per annum, plus bank holidays, Pension with generous contributions of up to 12.5% from the company, depending on your own contribution and based on your service. Voluntary healthcare benefits at discounted rates, Eligible for a voluntary benefits allowance of £500 per annum, Death in service befit, income protection and critical illness cover, Employee assistant programme, Enhanced family friendly policies, Sharesave scheme, Childcare vouchers, Discounts on high street brands and local retail discounts.

The hours of work will be Monday to Friday 09.00 – 17.00.

Please apply today for a full job description.

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Due to the large numbers of responses we receive, despite our best efforts it is not possible to respond to every application. Therefore, only short-listed candidates will be contacted for this particular role and if you haven't heard from us within 7 days please assume you have been unsuccessful on this occasion. Please feel free however to apply for further roles and we will certainly keep your details on file and contact you with suitable vacancies.

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