Starting Salary: £25,000


Job Purpose:

To manage a high performing, engaged and supported team, whilst ensuring team KPIs are achieved. In addition to working with the senior leadership team to improve efficiencies within the team.


Scope of Job

Principle Accountabilities/Responsibilities


  • To proactively manage the resources of the team ensuring required level of cover across all shifts to deliver optimum levels of customer service
  • Adheres to all company policies, procedures and regulatory requirements ensuring that they are communicated and implemented within the team
  • Ensuring that new or changes in policy or procedure are cascaded to the teams in a positive manner, ensuring all staff are trained and competent and records of roll-out are maintained
  • Handling customer service escalation issues dealing with queries and enquiries in a timely manner and that any expressions of dissatisfaction are recorded and managed in line with company process
  • To provide accurate daily, weekly and monthly MI on the performance of the team providing commentary on trends, action plans and recommendations for improvement
  • Provide technical support and guidance to the team
  • Communicate clear objectives to your staff, ensuring targets are achieved through collaborative team work and in line with the Company vision
  • Accountability for the employee experience and ensuring an engaged and motivated workforce
  • Identifying, make recommendations and implement improvements and efficiencies in both the Customer and Employee experience
  • Lead by example, driving standards in all area

Performance Management:

  • Ensure first line compliance checks are completed to the required standard and necessary action is taken when scores are below the required level
  • Take action to develop and coach employees to ensure the company are receiving their full potential
  • With the support of HR and Line Manager ensure that appropriate steps are taken to manage any underperformance, conduct and attendance concerns
  • Complete 100% of the company’s mandatory appraisals with direct reports within the required timeframe, in addition to regular 121s with all direct reports
  • Ensure full completion of all mandatory training and refresher modules throughout the year, to include both you and your team


Required Competencies / Behaviours:

  • Delivers excellent customer service to all stakeholders
  • Takes responsibility for managing workload to achieve agreed targets and deadlines
  • Contributes to and develops the teams to build a working environment based on openness, trust and co-operation
  • Communicates effectively in a range of different situations, using influencing techniques and negotiating to achieve a positive outcome for everybody
  • Develops self, other colleagues and teams to optimise potential and support the achievement of all objectives
  • Exhibits the core values of the Company: Innovative, Client Centric, Collaborative, Respect and Integrity

Compliance and Limits to Authority


All Team Managers have a duty to ensure that they have a working knowledge of the latest published versions of any regulatory guidance and any internal materials created to support adherence to legal obligations.  Team Managers must support their employees in their understanding their regulatory requirements. A list of publications would include, but not be limited to:

  • Any regulatory requirements, for example FCA or ICAEW
  • The group complaints procedure
  • Data protection legislation
  • Anti-Money Laundering legislation
  • Health and Safety policy
  • Learning and Development induction material; specifically Data Protection, Anti-money laundering and Treating Customers Fairly

Limits to Authority:

  • To recommend to Line Manager any potential operational developments / efficiencies / system enhancements and improvements.
  • To recommend to Line Manager any potential enhancements to the overall customer journey and experience.

Experience / Knowledge

  • Strong performer when delivering against a set of targets
  • Successful evidence of leading through change
  • Strong leadership skills by driving employee engagement and acting as a role model
  • Evidence of  coaching and creating a high performance environment

Apply now!

If you’re ready to take the next step and apply for this role, please complete the form above or send your CV to