Quality Assurance Regulatory Team Leader

Role: Quality Assurance Regulatory Team Leader

Rate: £27,000 - £34,000

Duration: 6 month contract then full time permanent after.

Location: Newcastle – NE27 0BY

Do you want to work for a company who delivers excellence for our Customers and Colleagues and who focuses on our new core values: Deliver, Collaborate, Community, Care, and Do the right thing?

We have a long-established partnership with a major UK high street bank, where we manage their personal lending business.

We are looking for a passionate and committed Team Leader to join our Quality Assurance and Complaint Handling team. Reporting to the Operations Manager, you will be an experienced leader with a proven track record in leading teams and getting the best out of colleagues to drive service excellence.

Leading the team to carry out Quality Assurance activities in the form of call listening/call leveling to identify and understand our contact centre team’s strengths and areas for improvement. Using this information to help prevent customer concerns that lead to complaints. Where complaints are raised by customers, dealing with these quickly and effectively making sure that customer is back in the position they should have been.

What we’re looking for in a Quality Assurance & Complaint Handling Team Leader:

·        A proven track record in people development and management.

·        Customer oriented first and foremost, someone that is passionate and empathetic.

·        Team player who has a genuine interest in helping others. Someone that will lead by example, be friendly and approachable, and demonstrate a “can do” attitude. Helping to develop a culture of working together.

·        Someone that has excellent communication skills; especially being a good listener and able to understand customer and colleague needs.

·        An analytical approach, able to simplify complex situations and then apply sound judgement to resolve problems.

·        Conscientious and reliable individual who is self-motivated.

·        Open and trustworthy, who clearly values diversity within a team, and can see the strengths in all individuals.

·        And of course, a keen eye for detail and high levels of accuracy, solid administration, and IT skills with good knowledge of MS office, including excel and PowerPoint for reporting and presentations.

Responsibilities of Quality Assurance & Complaints Team Leader:

• Responsible for the day-to-day management of a team of up to 6 colleagues.
• Managing and distributing QA workload across the team to ensure ongoing colleague competence, ensuring that customer complaints are identified, captured and resolved effectively ensuring a fair and accurate outcome to our customers.
• Lead, motivate and recognise colleagues through open and honest communication.
• Monitor and review individual colleague and team progress against business objectives.
• Through regular coaching, enhance and improve colleague performance, where applicable proactively identifying performance and/or conduct related issues and managing these in line with the department’s training and competency framework.
• Pro-actively build and maintain relationships between teams and departments.
• Use a wide range of communication tools (including Huddles/Stand-Ups, Buzz Sessions, Team Meetings) to effectively communicate business expectations, provide updates and positively promote business and process change, ensuring colleagues have the confidence to always provide excellent service to customers.
• Encourage an environment where regular feedback from colleagues is gathered, listened to and actioned to help continuous improvement.

Experience

• People Management including Coaching is essential.
• Experience of complaints and/or escalation management is key.

·        Experience within Financial Services, or other regulated environment is highly desirable.

·        Contact Centre experience would be extremely advantageous.

·        Experience working within a dynamic, fast paced environment is preferable.

·        Experience of dealing with vulnerable customers also highly desirable.

Work Environment

The role is an office based one working on our site at Cobalt Business Park. Induction training is for a period of 3 weeks and is classroom based.

We try to have fun, with quizzes, competitions and challenges where we raise funds for our chosen charities/good causes. It’s more challenging at the moment, but we’re making use of tools such as Microsoft Teams and Workplace to stay connected, and get involved!

Our working hours are between 8am and 10pm, Monday to Sunday – for this role, shifts will primarily be between 08:00 and 18:00 Mon – Fri. There will be some evening and weekend work, but these shifts are shared out amongst all Team Leader colleagues, and plenty of notice is given.

What can we offer you?

• Competitive salary.
• Competitive benefit package consisting of private medical insurance, gym membership discounts, contributory pension scheme plus lots more.
• Mental health first aider's support.
• Plus a lot more on offer.

Please apply by sending your CV’s to