Ashton Recruitment is recruiting on behalf of our client for an experienced Contact Centre Team Leader to join their Financial Services operation in Romford.
Contact Centre Team Leader - Financial Services
Location: Romford, Essex
Job Type: Full-time, Permanent
This is an excellent opportunity for an experienced Team Leader to take responsibility for the day-to-day performance of a busy contact centre team, overseeing inbound and outbound workloads while ensuring service levels, quality standards and positive customer outcomes are consistently achieved.
The successful candidate will lead, coach and develop a team of approximately 10-15 Contact Centre Associates, while supporting resource planning, queue management, complaint resolution and regulatory compliance.
Key Responsibilities
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Lead and support a team of Contact Centre Associates to achieve agreed service, quality and performance targets
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Manage daily inbound call queues and outbound work queues
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Ensure appropriate staffing levels are maintained through effective resource and capacity planning
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Allocate workloads effectively to meet forecast volumes and SLAs
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Set clear individual and team objectives
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Conduct regular one-to-one meetings, performance reviews and appraisals
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Coach, motivate and develop team members
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Identify training and development needs and support cross-training across the operation
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Monitor team performance and take appropriate action where standards are not being achieved
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Produce and analyse weekly and monthly management information
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Use MI and performance data to improve productivity, service levels and resource planning
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Investigate complaints, breaches and operational issues
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Carry out root cause analysis and implement appropriate corrective actions
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Support changes arising from client, regulatory, process or project requirements
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Handle manager call-back requests professionally and promptly
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Ensure complaints are managed fairly and appropriate customer outcomes are achieved
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Ensure fraud prevention, data security and identity protection controls are followed
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Facilitate team meetings, workshops and operational briefings
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Act as a technical point of reference for team members and wider departments
Regulatory & Compliance Responsibilities
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Ensure the team operates within relevant FCA requirements
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Embed Consumer Duty and Treating Customers Fairly principles
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Ensure vulnerable customers are appropriately identified and supported
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Identify and escalate operational, conduct and compliance risks
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Maintain adherence to internal controls, client requirements and regulatory standards
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Support audit, risk and compliance activities
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Ensure corrective actions are completed within agreed timescales
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Promote a strong culture of regulatory awareness and accountability across the team
Essential Criteria
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Minimum 3 years' experience leading a Contact Centre team of approximately 10-15 employees
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Previous experience managing daily resource planning and contact centre queues
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Experience working with SLAs, KPIs and quality targets
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Ability to interpret management information and take appropriate action
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Strong performance management and coaching experience
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Good understanding of Financial Services operations
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Knowledge of Life & Pensions products and processes
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Strong written and verbal communication skills
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Experience influencing and motivating others to achieve results
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Strong organisational and prioritisation skills
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Comfortable working in a fast-paced, target-driven environment
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Confident using Microsoft Excel, Word and relevant operational systems
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Understanding of HR policies and procedures
Desirable
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Previous experience within Life & Pensions
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Experience within a BPO or outsourced Financial Services operation
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Financial Services complaint handling experience
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Knowledge of the FCA regulatory environment
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Experience with resource management and capacity planning
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Life & Pensions processing experience
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FA1, CF1 and CF2 qualifications, or willingness to complete them within two years of appointment
The Ideal Candidate
You will be an experienced Contact Centre Team Leader who enjoys developing people while maintaining a strong focus on performance, customer outcomes and service delivery.
You will be confident managing workloads, analysing performance information and coaching employees to achieve their individual and team targets.
Previous experience as a Contact Centre Team Leader, Call Centre Team Leader, Customer Service Team Leader, Financial Services Team Leader or Operations Team Leader would be particularly relevant.
Experience within Life & Pensions, insurance, banking or another FCA-regulated environment would be advantageous.
If you have experience leading a busy Contact Centre team and are looking to develop your career within Financial Services, we would be keen to hear from you.
Ashton Recruitment is acting as a Recruitment Agency.
