Team Leaders Ppi Complaints

An exciting opportunity has arisen for a number of Complaints Team Leaders based in Cardiff to join a financial service organisation for 3 months+ in order to oversee, maintain and promote operational PPI service quality. These roles will drive improved productivity and customer experience by assessing, supporting and developing quality PPI standards.

You will lead the ‘Performance Development` process to develop and motivate a high performing team in a PPI and customer complaint environment. Through 1-2-1 and team coaching sessions you will be required to set and review challenging objectives that drive the performance of your team.

As a PPI Complaints Team Leader your duties will be to:
• Create a culture which encourages each individual to have the passion to deliver exceptional service through high quality interaction with the customer.
• Drive quality of complaint cases within your team, ensuring they adhere to standards set by Customer Relations and the Financial Services Authority. Conduct sampling of cases and coach individuals where necessary.
• Motivate, develop and coach employees by conducting regular one to one meetings, goals setting & reviews, coaching sessions and appraisal meetings with your team and effectively manage performance.
• Manage and embed change activities and initiatives into your team`s ways of working.
• Managing the team and ensuring everyone understands what is expected of them and how they are performing, have the appropriate resources, skills and knowledge needed to be effective, efficient and compliant and, where appropriate, are provided with the information and support needed.
• On-going KPI management. Consistently strive to achieve performance in line with annual budget.
• Establish a relationship with key management figures to ensure the efficient process of the customer journey.
• Deliver regular performance reports for review by senior management.

Role Specification:

• Proven success in a coaching, team management and quality assurance role in a Financial services or complaint environment
• Experience within a PPI or complaint handling environment (would be beneficial)
• Previous team management experience essential
• Able to motivate and lead effectively
• Ability to work under pressure to tight deadlines
• Ability to deal with all levels demonstrating tact & diplomacy
• Statistical analysis and interpretation skills.
• Excellent organisation and planning skills are required.
• The ability to manage multiple priorities is vital.

A highly professional business attitude is essential, with the ability to meet deadlines, analyse data and develop creative solutions that improve performance. You will be a superb communicator as you articulate the PPI department`s KPI objectives.
Your application will undergo strict work and credit referencing process
Applications required ASAP as for 3 months +.

The first stage of the application process is to.

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