Head of Face?-?to?-?Face Advice

Leeds (Hybrid)

On target earnings of £40,000 per annum

37.5 hours per week (hours of work will be flexible and will include late shifts and weekends as dictated by the needs of the business, therefore it is expected that the successful applicant will work those hours necessary to successfully discharge the duties of the role)

To lead, support and motivate a team of Lasting Power of Attorney, Home Insurance and Equity Release Advice Assistant specialists, to deliver fantastic customer outcomes. Creating a culture where our people are empowered to put the customer first and take action to improve our service you will take responsibility for coaching and training the team individually and collectively to ensure team members offer a service that achieves the best possible outcomes for customers both internally and externally and in line with consumer duty and regulatory requirements.

• Leading and directing a team of specialists to drive strong performance against agreed KPIs at all times.
  • Setting and agreeing expectations with individuals and working with them to deliver great outcomes for our customers and the business
  • Setting clear objectives with team members and managing their performance through regular conversation and coaching
  • Ensuring feedback from monitoring is acted upon through coaching
  • Liaise with 3rd parties to ensure the service provided to the client is outstanding
• Proactive management of inbound and outbound calls.
• Motivating colleagues to promote and maintain a productive and harmonious team environment.
• Monitor and allocate leads as appropriate to ensure timely delivery of the process and excellence in customer service.
• Manage staff relationships, promptly respond to queries and manage expectations.
• To develop individuals and enhance their performance in their roles though a variety of methods including:
  • Individual coaching sessions
  • Group coaching sessions
  • Side by side observations and feedback
  • Conducting 1?—?1 meetings and feedback
  • Live/recorded call listening and feedback
  • Assisting team members to develop and implement personal development plans
• Proactively manage individual under performance to mitigate adverse impact on team performance.
• Work closely with HR to ensure policy and procedures are adhered to.
• Assist Head of Department in ensuring all HR matters are handled fairly and consistently in line with legal and company requirements, to include disciplinary and grievance matters.
• Collation and analysis of team performance data and to identify opportunities to implement processes and system enhancements to improve team and individual performance.
• Identify ways to improve the customer experience and drive commercial performance to ensure profitability - thinking beyond your own area to the broader Equity Release Journey
• Other ad?-?hoc duties as and when required by the business

Established in 2004, Age Partnership has held true to its pledge to improve the markets in which we operate for the benefit of customers. We do this by delivering world?-?class customer experiences, continually innovating and embracing digital technology to make dealing with the company both efficient and engaging.

At Age Partnership we accept nothing other than being the best at what we do, and this objective is reinforced by an environment in which colleagues are encouraged to engage, to learn and to flourish. Significant in?-?house training and development facilities and empowerment of colleagues are just a couple of components that have helped this culture to thrive.

We strive in becoming a household name that is synonymous with excellence. Added to this we want to work, collaborating with all our partners and suppliers to enable our customers benefit from the relationship. It sounds simple but it needs to be worked on to achieve.

Approachable, organised individual with a proven ability to embrace and develop a successful target driven environment. Excellent motivator with the ability to inspire and support the development of a successful team. Self?-?starter with good inter?-?personal and communication skills who leads by example to drive performance. Ability to offer solutions and support as necessary.

Essential

• Experience of managing a team and driving team’s performance
• Evidence of sustained success in achieving targets
• An understanding of the balance between individual goals and those of the team.
• Ability to analyse performance of a team and individual and implement appropriate changes as necessary to ensure individual/team target achieved.
• First class communication skills and experience of working in a contact centre environment
• Experience of performance management process.