Group Services Team Leader (ref: 015)

Role Summary

Leading a central and hybrid administration team ensuring high levels of customer service is provided within given SLA’s whilst supporting both the SSAS Operations teams and assisting with groupwide projects. Daily operational responsibility to manage and support the team so that business, departmental and individual objectives are achieved, whilst also ensuring company policies, governance and legislation needs are met. There will also be a requirement to work closely with the Head of Group Support Services and Department Heads of to provide solutions to business requirements.

Key Accountabilities

• Direct, manage and support the Leicester administration team which includes some remote hybrid workers to deliver high quality performance, in line with business and departmental aims.
• Lead, motivate and empower team members promoting the culture, conduct and behaviours required to support good customer outcomes always setting an example to the teams.
• Develop the team working ethos and morale within the unit, always ensuring the team are engaged and working to deliver excellent customer service.
• Collaborate with peers regarding work management, maintaining a flexible approach to achieve a positive outcome for the business. Monitor and manage teamwork flow and resource allocation ensuring team workload is processed in accordance with SLAs and internal deadlines.
• Provide assistance to Manager to oversee the training and development of individuals to deliver the high-quality performance of individuals and an efficient team.
• Seek support and guidance from Head of Group Support Services to manage absence, disciplinary matters, conflict resolution and team issues promptly, impartially, fairly, and effectively in line with Company policies, procedures, and culture.
• Conduct regular team meetings and direct reports 1-2-1’s and reviews as appropriate in a professional
  and effective manner in line with the performance management policy and training & competence
  scheme.
• Manage, conduct and document probationary, mid-year and annual reviews within business area in
  accordance with Company policies and timeframes.
• Ensure that own and team members’ working practices comply with compliance and legislative
  requirements.
• Manage change whilst maintaining a positive attitude.
• Display a professional, motivated, and pro-active approach to all workplace activities.
• Responsibility to provide excellent customer service to all customers and third parties.
• Awareness of and adherence to Company/Departmental and product specific procedures and policies, working by example in line with Company values.
• Always takes personal responsibility for own and team’s adherence to systems and controls in place for the business.
• Ensure monthly/weekly/daily MI requirements are delivered within the set timescale and respond to ad hoc requests within the deadline set.
• Contribute to projects when requested and deliver within set timescales.
• Identify any areas of key importance and/or risk and immediately report such matters to the Head of Group Risk.
• Highlight any procedures and processes, changes and if requested write, maintain, review, and implement with current guidelines and corporate decisions, in agreement with Head of Group Support Services
• Maintains and improves client relationships, effectively handling client enquiries, both complex and simple on the telephone or written.
• Engaging with third party providers to obtain accurate scheme valuations, bank statements and transactions details, and insurance data as appropriate including property specific data such as rent review information, lease renewals.
• Ensuring data integrity is maintained and always improved.

Comply with the Health & Safety Guidelines as set out in the Health & Safety Management System document.

Demonstrate behaviours in line with our Company Values ‘PEER.’

Ensure compliance with our Company policies, procedures, and guidelines.

The role may be subject to credit & DBS checks.

Skills & Experience Required

• Previous line management experience (Desirable).
• Ability to manage and oversee a team’s workload (Desirable)
• Technical expertise in all areas of administration.
• Ability to remain calm under pressure, whilst meeting quality standards and deadlines.
• Able to build strong working relationships with team members as well as internal and external stakeholders and colleagues.
• Ability to work to tight deadlines with a flexible approach.
• Conscientious with an excellent attention to detail.
• Sound knowledge of all Microsoft Applications.
• Excellent customer service skills.
• Strong organisational skills.
• Excellent written and oral communication skills.
• Strong numeracy and literacy skills.
• Set high standards for quality and quantity and work in a systematic, methodical, and orderly way.
• Used to fast pace, regulated environments.

Benefits include 

• Competitive salaries
• Generous pension scheme, with employer matching contributions
• Group life assurance
• Group income protection
• 25 days annual leave, plus bank holidays and an extra day off to celebrate your birthday
• A range of flexible benefits to meet your personal circumstances and needs, including the ability to buy additional annual leave
• Comprehensive health and wellbeing support available when you need it most
• Fantastic work/life balance focused on supporting your health and wellbeing

To apply, please email HR and attach your CV