AMS - Barclays West Midlands, UK
Team Leader PPI Location: Edgbaston Hours: Mon-Fri 2pm-10pm Barclays are currently on the search for a PPI team Leader in their Edbasgton offices to ensure that the operation has sufficient Team Leader coverage to manage the operational BA2 Complaint Handlers. You will be working the hours of Mon-Fri 2pm-10pm on a 6 month contract. With the BA2 Complaint Handler role being customer focused it is imperative that we have sufficient Team Leader support in place to deliver both productivity and quality levels for the operation. As a Team Lead your Key Deliverables are: Deliver highly effective coaching and provide honest and constructive feedback to lead, support and drive the development of team members to maximise performance and quality. Challenge reasons for under performance. Ensure timelines in place for improvement. Maximise development opportunities within the team Maintain effective administration of team to ensure service standards are met inc. personal development plans for their staff Identifying and driving improvements to the Operations process and embedding quality within the Operation working collaboratively with other Team Leaders and QC Be a role model for your people and your peer group, communicate with passion and enthusiasm and embrace change as a way of working, lead by example when communicating new incentives Conducting motivating team meetings with team and leadership 1-2-1's Call monitoring and coaching Accountable for your colleagues quality and performance to drive and enhance the ability to consistently execute a quality outcome for customers Workflow management Works collaboratively with fellow team leaders and Senior Leadership to ensure wider business needs are met As a Team Leader your required skills are: Call centre, financial services experience/banking, previous team leader management of up to 15 colleagues The ability to facilitate change and able to adapt oneself to new surroundings; to make suitable change whilst reassuring and encouraging others to follow your lead Embrace an environment that is leadership lead by becoming the subject matter expert in everything we do, acting as a lead for resources, knowledge, coaching and mentorship Team player, fair and consistent approach to leadership, constructively challenge where appropriate Our Values: All we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. The values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our employees. Simply put, success is not just about what you achieve, but about how you achieve it.