Call Centre Team Leader

Experienced Team Leaders required to work for our Investor Compensation Claims based from our offices in Stockport, Manchester, North West.

Would you like to join the UK's leading Claims Management Company? Investor Compensation is expanding its operation in claiming compensation for people who have been miss-sold Payment Protection Insurance (PPI), miss-sold Mortgages, incurred Credit Card Charges and Personal Injury Claims.

Department Overview

Investor Compensation was one of the first companies to claim compensation for people who had been miss-sold endowment policies back in 2001. Due to expansion we are looking for experienced Team Leaders to join our offices in Stockport. Team Leader experience within a call centre/sales environment preferable.

The Role

• To allocate work to team members
• To coach, train and develop team members in order to ensure that they are achieving individual and team targets and maximising conversion.
• Ensure the teams’ knowledge of the prevailing regulatory requirements i.e. Ministry of Justice. Monitor on a regular basis.
• Ensure all members of the team have full knowledge of products sold to customers.
• Performance management of team members including monitoring sales calls, review pending reports, sample checking of files, one to one meetings as required, twice yearly appraisals, return to work interviews, disciplinary action etc
• To optimise ways of improving conversion of PPI/Credit Card applications within the team whilst minimising the reasons for Blowouts’s
• To ensure cross-sale targets are fully understood and met.
• To communicate information and take feedback from the team, through briefings, monthly meetings etc
• To promote a target driven, sales orientated team environment through the use of incentives, competitions etc
• To promote a customer first culture and a policy of continuous improvement
• To manage resources within the team to ensure that in the case of holidays and absence workload is redistributed
• To ensure effective and relevant quality control measures are in place
• Evaluate and seek to improve processes and ways of working within the team
• Manage all budgets set for the team
• To produce and provide management information as required
• Create innovative incentive schemes
• To manage project work as and when required
• Accountable for the completion of standard or non-standard tasks within own area
• Acts as part of a team to delivers activities which support operational objectives
• Manages a variety of tasks and is able to plan accordingly within the short-term
• Makes decisions within parameters set by manager, using job/specialist experience
• Maybe subject to regular local supervision of progress against results and escalates issues when required
• Interacts with stakeholders around specific work efforts and deliverables
• Supports delivery of Health and Safety policy and standards

• Supervises the activities of others to meet deadlines and quality standards taking account of impact outside area    of responsibility

Candidate Qualities

• Drive and determination to meet targets and succeed. Competitiveness an advantage.
• Enjoy selling and be motivated by achieving results
• Ability to understand complex procedures and debt management criteria
• Ability to prioritise
• Flexibility on working hours to enable achievement of goals
• Positive