We are looking to recruit a Team Manager into our Customer Services team in Cardiff

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. Ensure that service levels are continually monitored and maintain appropriate resource to meet work priorities and customer demand.

Proactively contribute to business area planning and succession planning to ensure team efforts are aligned to overall department goals. Understand the capabilities and required control versatilities within the division, and contribute to building medium and long term plans to ensure that work can always be covered.

Work with other Team Managers (TMs) and Customer/Payment Service Managers (CSM/PSMs) to continually monitor work prioritisation and look for areas of continuous improvement in processing and customer service. Use available tools to allocate work items suitable to the skills and training requirements of the individual. Continually produce and monitor management information to highlight and respond appropriately to changes in performance / service levels. 

Provide a point of escalation and ownership of complex queries to include complaints, investigating where appropriate and resolving where possible, ensuring any complaints dealt with are logged correctly. Use root cause analysis to identify trends and contribute to continual improvement.

Coach, train, develop and motivate individuals to achieve set objectives as determined by the division’s goals, including productivity, quality and behaviours. Regularly measure and review these areas, set training and improvement plans and targets as appropriate, in conjunction with the individual’s needs. Drive effective two-way communication within the team and beyond, documenting all records in the agreed format.    

Be accountable for all areas of process breakdown, regulatory breach and health & safety issues within the division, in order to protect L&G and relevant parties from unnecessary loss, by documenting and ensuring that the team fully understand and comply with all financial, regulatory and legislative controls.

Identify, manage and report key risks and deliver controls, in line with the risk management framework, to minimise the impact on L&G.

Full involvement in recruitment, disciplinary procedures and remuneration decisions, in line with HR practices. Regularly deputise for the CSM/PSM and represent the department at senior internal and external meetings.

To manage the team in accordance with the Company’s policies and procedures, including the Partnership Agreement, so that the team’s business objectives are achieved consistently.

Planning and Organising

Prioritising and allocating work to the appropriate resource.

Planning and forecasting work volumes and resource availability.

Scheduling development activities for team members.

Effective preparation for events and personal time management.

Influence and Persuasion

Communicating in a clear and fluent manner appropriate to the listener.

Influencing and negotiating with others including conflict resolution.

Analysis and Problem Solving

Appropriate use of MI to analyse and identify work at risk of breaching internal and compliance rules.

Propose appropriate solutions to breaches or potential breaches of internal and compliance rules.

Evaluate risk associated to breaches and escalate where appropriate.

Results Orientation

Seeking to improve performance of self, others and processes, to achieve targets.

Appreciating the importance of achieving targets.

Overcoming obstacles or escalating as appropriate.

Setting objectives for self and team and regularly reviewing in line with area targets.

Customer Focus

Understanding and addressing customer needs within compliance guidelines.

Developing and improving customer focused processes within compliance guidelines.

Team Leadership

Providing direction, encouragement, support and motivation to team members.

Leading by example.

Using appropriate mediums for communicating in an open and effective manner.

Managing individual expectations and performance.

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, 25 days’ holiday, private medical insurance, 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.