Financial Assist Team Leader
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The vacancy
Due to continued growth of Arrow Global, we have a fantastic opportunity to join the Tesco Bank team as a Team Manager.
As a Team Manager, you will contribute positively to the overall performance of the department through your effective leadership and will be responsible for inspiring, motivating, and developing teams in achieving the department objectives.
This is a fantastic opportunity to join an organisation who are committed to making their service personalised and customer focused by being transparent and delivering tailored solutions for each customer to reach the best outcome.
This role will be based in our Glasgow city centre office and will be working 37.5 hours per week.
What will you be doing?
- Developing and motivating the team to drive performance and quality standards
- Delivering to regulatory and mandatory standards
- Monitoring and coaching the team to adhere to schedules
- Executing people policies to manage absence, conduct and behavioural standards
- Ensuring all company processes and procedures are carried out within agreed service levels
- Ensuring that company values are continually demonstrated through behaviours
- Being an SME on the customer journey and positively contributing to the team’s customer outcomes via actions and remediation
- Working with all areas of the business to support the needs of the team/department
- Continually reviewing risk controls and breaches (and escalating where necessary)
- Effectively using all line management procedures including appraisals, return to works, and manging the attendance and retention targets
- Analysing data and trend reporting
Is this you?
- Experience in Contact Centre leadership, preferable but not essential to also have experience supporting customers with financial difficulty
- Proven experience in coaching and mentoring people
- Ability to collaborate effectively with other functions within the organisation
- Great communication/presentation skills – written and verbal
- Performance management to deliver high performing teams
- Experience of managing key stakeholders both internally and externally, attending client meetings to discuss performance
- Ability to inspire and develop agents
- Time management/organisational skills – ability to manage/prioritise workloads
- Excellent knowledge of Word and Excel
- Be a role model within the organisation, taking accountability for agent performance, reaffirming colleague engagement within the team and wider business
Why Capquest?
Founded in 1985, Capquest is a credit solutions provider with over 30 years of market experience.We're an awarded company within the credit industry. We manage significant credit portfolios on behalf of several of the UK’s leading financial institutions. Clients include leading banks and high street lenders, credit card companies, motor finance and utilities providers, as well as other consumer credit providers. Capquest is also part of the Arrow Global Group. Which is a leading European investor and asset manager in the non-performing and non-core assets sector. Operating in five different geographies and servicing over 9 million customer accounts. Our Purpose – building better financial futures.
We offer a competitive salary and attractive benefits package, and we pride ourselves on rewarding success with our excellent bonus scheme and incentive package. We also have very interactive colleague engagement teams, employee recognition and development programs and the opportunity to work across multiple European countries.
Please note – we are an equal opportunities employer and FCA regulated company - we will conduct credit, fraud, criminal record and 5-year reference checks as part of our pre-employment screening.
Who we are
Arrow is an ambitious company. Our determination to succeed is matched by our drive to do things the right way – ensuring we create a sustainable business that builds better financial futures for our stakeholders.
We are entrepreneurial, fast-paced and decisive. Proud of our family values, we cherish working together in a safe, supportive community.
We trust our people to make the right decisions – and we back them all the way. We’re also brave enough to acknowledge mistakes – and to learn from them.
We celebrate success and reward those who take personal accountability to help us achieve exceptional long-term results.
We’re open and eager to embrace new ways of working. Ours is a diverse community, enriched by our local identities, working collaboratively to build a powerful, unified and dynamic organisation.
Benefits
Gadget scheme
Buy/sell
holidays
Discount scheme
Gym flex
Learning & Development
Colleague Socials
Employee Assistance programme
Annual Bonus scheme
We’re a social bunch
We’re a social bunch and like to take time to unwind and have fun. We work hard so it’s important we take time to relax. We know that not everyone wants to get involved, which is fine, but for those who do, we’ve got this covered. We're brave and creative in our approach, but make sure we put on a range of events to make sure there's something for everyone.
Meet our colleagues
Don't just take our word for it.
Here's what the people who work here have to say about being part of the Arrow Global family.
Diversity & Inclusion
As part of our wider Environmental, Social and Governance (ESG) framework we do things to make Arrow a more inclusive environment where people can bring their ‘true selves’ to work and ensure we can attract and retain a diverse workforce that bring different perspectives and ideas to Arrow.
Documents
Alternatively, please sign in with...
Published
Not PublishedClosing
in X days