Are you looking for your next career move?

Are you passionate about providing an excellent service to ensure the Customer experience is maximised. We have a new opportunity for a Team Manager to join our team in Cardiff.

The key responsibilities of the role are:

• To manage and develop a team to meet the needs and ensure fair treatment of customers, whilst maintaining service levels and quality standards. Drive the right behaviours within the team to deliver outstanding customer service.
• To ensure that service levels are continually monitored and maintain appropriate resource to meet work priorities and customer demand.
• To contribute to business area forecasts, planning and succession planning, ensuring team efforts are aligned to overall department goals.
• To understand the capabilities and required control versatilities within the division, and build medium and long term plans to ensure that work can always be covered.
• To use available tools to allocate work items suitable to the skills and training requirements of the individual.
• To continually review and monitor management information to highlight and respond appropriately to changes in performance / service levels with effective corrective actions. 
• To work with other Team Managers and Customer/Payment Service Managers to continually monitor work prioritisation and look for areas of continuous improvement in processing and customer service.
• To provide a point of escalation and ownership of complex queries, complaints and investigating where appropriate resolving where possible.
• To ensuring any complaints dealt with are logged correctly using root cause analysis to identify trends and contribute to continual improvement.
• To coach, train, develop and motivate individuals to achieve set objectives as determined by the division’s goals, including productivity, quality and behaviours.
• To Regularly measure and review these areas, set training and improvement plans and targets as appropriate, in conjunction with the individual’s needs.
• To identify, manage and report key risks and deliver controls, in line with the risk management framework, to minimise the impact on L&G.
• To complete all recruitment, disciplinary procedures and remuneration decisions, in line with HR practices.

To be successful for the role the skills required are:

• Minimum two years previous experience in a Team leader or similar role required.
• Previous experience with competency frameworks from 121, PDP, Performance reviews and disciplinary action
• Ability to use coaching methods and techniques to help people achieve their objectives, personal development and career goals.
• Enthusiastic, self-motivated individual who uses their own initiative
• Takes pride in delivering expected outcomes
• Ability to thrive in a team environment
• Able to motivate, lead and create plans to enable team to achieve challenging targets

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 22 days’ (with potential to rise to 26 days) holiday, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For more details on the role please contact Michelle.lake@landg.com