As a team leader you will be responsible for ensuring the successful day to day running of the motor complaints QA team, both in office 3 days a week and remotely 2 days a week.
What you’ll be doing as a QA Team Leader:
* Day to day operational management of the contact centre team.
* Accountable for maintaining a robust staff roster system to always ensure adequate staff coverage of the team including annual leave and sickness absence.
* Working with the other members of the senior account services team to co-ordinate activities and attend information governance group meetings as necessary.
* Review and take ownership for work allocation.
* Motivating the team and providing day to day support and guidance.
* Customer escalation handling if required to support the team.
* Support and be the main conduit from the case handling team into the clients SMEs.
* Spotting potential complex queries / complaints and escalating where required.
What we’d like to see from your application:
* Experience managing a quality checking / compliance team.
* Excellent communicator who can lead a team to success as a whole.
* Strong managerial background within the financial services.
* Excellent interpersonal and stakeholder management skills.
* Proactive and supportive to get the best out of the team.
Day rate contract pay administered by Umbrella company.
Location: Bracknell. You will have the flexibility to work 3 days in office and 2 days from home.
Hours: 37.5 hours a week Monday to Friday between the hours of 9am-5pm.