We take pride in being there for our customers. We help them deal with whatever life has in store and support them in achieving financial security; and that’s thanks to the talented and dedicated people who work with us. For us, 'social responsibility’ is not just a buzzword. It defines us and runs through everything we do for our customers and as an employer. And working with us, you’ll get a competitive reward package and have the flexibility and autonomy to deliver your personal, business and career goals.
As part of Legal & General Investment Management (LGIM), DC Pensions Operations is a market leading pension provider, we provide world class customer service to many household names, customers ranging from Financial Services to well known high street retailers.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.
•Deliver excellent customer service by managing, leading, coaching, motivating and developing employees at all levels, in a manner that is consistent with the company’s policies and procedures including the Partnership Agreement, so that the team’s business objectives are consistently met.
•Promote customer satisfaction by using a structured approach to workflow management. Through your actions ensure team and department meet and exceed their targets and SLA’s, producing work of the expected quality within the timescales required.
•Demonstrate continuous improvement by proactively collating data and analyse feedback from all sources to ensure that customers’ reasonable expectations of performance and service are met, make recommendations and implement changes in order to improve processes, and produce relevant and robust management information.
•Pro-actively manage and analyse all breaches and complaints, in order to mitigate risk within the business area and reduce the likelihood of reoccurrence. This includes regulatory, Money Laundering, DPA and Health and Safety issues.
•Be responsible for self-development by demonstrating an awareness of your development needs in relation to your role and the business objectives, whilst working towards achieving, maintaining and evidencing competent status
•Ensure the team operates within the Performance Management framework, and any other requirements laid down by the FSA and the company/dept. Use your skills and the tools available to develop the teams skills, knowledge and motivation, so that we deliver an excellent customer service.
•Demonstrate the ability to effectively manage all aspects of the work, including representing the area and using opportunities to positively promote the department as a centre of excellence.
•Previous Team Manager experience is essential
•Previous experience within a contact centre environment
•Demonstrate effective performance management and coaching skills in order to maximise the team's potential.
•Demonstrate effective communication skills across all levels
•The ability to provide and understand appropriate MI
•The ability to ensure that the team performs within service standards, therefore providing maximum customer satisfaction
•The ability to use Microsoft Office packages
•The CF1 qualification would be desirable
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.
Normal working hours are 35 hours Monday to Friday 9am - 5pm
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