​J3054 - Our client is seeking a Customer Services Team Leader to assume responsibility for the service delivery of the SME Lending propositions across the customer services team. Accountable to deliver service and operational excellence through leading, motivating and developing the team to achieve team targets and individual objectives. Drive a continuous improvement ideology through collaborative engagement across business areas. This will support standardisation, simplicity, consistency, and quality for the SME Lending customers.

Salary: £30,000 - £32,000 plus excellent bonus and benefits. Location: UK, Flexible (Remote).

KEY RESPONSIBILITIES:

• Manage the prioritisation of tasks and workflow throughout the Customer Services Team.  

• Assist with recruitment for the department including planning for probation and initial support for new employees.  

• Training, mentoring and coaching individuals to ensure that their knowledge and skill levels are appropriate to carry out their duties.  

• Lead by example in displaying the most accurate and effective methods of carrying out the essential team tasks.

• Manage the training requirements of the team including the implementation of any new processes and procedures.

• Manage the performance of individuals by utilising monthly one to one feedback sessions and providing individuals with ‘SMART’ objectives and personal development plans.

• Monitor and manage staff performance / conduct. 

• Manage the daily workloads, plan resource and set individual and team targets to ensure SLAs, targets objectives are achieved. 

• Process transactions and make decisions in line with the agreed mandates. 

• Motivate individuals and the team to generate a positive working environment and produce work of a high standard.

• Review the quality of the work produced by the team by completing monthly auditing and where required, followed up by structured coaching.

• Produce regular MI reflecting the teams’ performance to support and monitor objective performance.

• Assist with implementing change in a manner that maintains / enhances performance levels. 

PERSON SPECIFICATION:

• Experience of people management in a customer service / administration environment including objective setting, coaching and performance management.  

• Strong interpersonal, written and oral communication skills.  

• Good working knowledge of UK legislative and regulatory requirements in relation to asset finance and leasing.

• Understanding of governance, risk management and compliance frameworks. 

• Proficient in the use of MS Word, Excel and PowerPoint with the ability and willingness to further develop MS Office skills. 

• Effective problem-solving skills through logical thinking.  

• Excellent organisational and time management skills, including the ability to work under pressure, to use initiative and to recognise and act upon priorities.  

• Willing and able to adopt a flexible approach as required, using initiative to multi-task and work on several assignments simultaneously and to tight schedules.

We strongly favour applicants with proven, relevant experience in Financial Services; particularly in Asset Finance and Leasing.

Applicants will only be considered with relevant in-country experience.