Support Team Leader

Job Title: Retailer Services, Credit Control and Sales Support Team Leader

Company Overview

Leading Bank Owned Vehicle Finance provider. Hybrid role 3 days/week office.

Responsible for leading a team of Retailer and Sales Support Specialists ensuring our customers experience is market leading. The team is made up of 14.

The role holder will be responsible for leading and developing a team of Retailer Services, Credit Control and Sales Support Specialists to deliver best in class service and achieve Customer/ Retailer satisfaction and departmental objectives.

Responding to and processing all customer and retailer enquiries through the provision and collation of timely and accurate information and the completion of all relevant transactions with particular emphasis on finance activities. Through day to day actions ensure compliance of all regulatory requirements and industry standards. Also responsible for building efficient, scalable processes. Support training needs and ensure business transactions are frictionless and have the right pace to aid business growth.

PRINCIPAL ACCOUNTABILITIES

• Managing and support the team of Retailer Services, Credit Control and Sales Support Specialists with day to day activities
• Collaborate across departments to ensure that best practice is shared and that problems are resolved quickly with solutions agreed to prevent reoccurrence
• Managing performance by conducting meetings with colleagues as individuals and as a group to motivate and drive achievement of defined departmental targets
• Instilling a strong customer-centric culture enabling colleagues to focus on what really matters
• Manage performance, coach and supporting your team to achieve their personal, professional and performance goals
• Empower others to spot opportunities to make a difference in our processes and build efficiencies to drive continuous improvement
• Build colleague knowledge to enable the management of enquires and typical business challenges
• Regularly review the quality of your teams customer interactions and carry out formal quality assessments against pre-determined departmental standards to improve the customer experience and support the building colleague knowledge agenda
• Provide the necessary management information reports detailing key volume and performance metric information to Retailer Services, Credit Control and Sales Support Manager
• Ensure compliance, regulation, process and policies are adhered to
• Carry out regular one to one performance review meetings
• Support the achievement of Service Centre targets by taking calls at peak call times
• Act as escalation point for customer and retailer/broker enquires and points of contention in the event they cannot be resolved by the Team Members
• Any other reasonable management request
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PERFORMANCE MEASURES:

Feedback from Partners, Customers, Retailers and Brokers

Individual and team targets

Achievement of departmental objectives

Line manager feedback / 121s

Delivery to quality, time and objectives

Number of recommendations

COMPETENCY/BEHAVIOURAL PROFILE:

Prioritisation

Excellent communication skills

Customer focused

The ability to improve colleague performance through mentorship and training, ensuring detailed understanding each colleagues strengths and aspirations

Good attention to detail

Assertive, tenacious and able to collaborate across multiple departments

• Be hands-on and solve problems
• The ability to negotiate and manage third party relationships

Maintain professionalism in all aspects

Able to interact with team members and thrive in a team environment

Be receptive to feedback and change behaviour based on feedback

Self-driven, internally motivated

KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS APPLY IF:

• Minimum 12 months experience of managing teams of people
• Experience of Financial Services Contact Centre environments
• An empathetic and developmental leadership style
• Have worked in a fast moving, progressive, sales driven environment

IT SKILLS PROFILE:

Excel and Word to Intermediate level

Workflow management

Please contact Critical Selection for more information.