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- Passionate about developing people
- Good communication skills
- Ability to prioritise
- Work with other managers and stakeholders to ensure the team receive coaching, development and technical support as needed
- Directly manage a team of 10-18 Service Consultants/Senior Service Consultants/Relationship Managers with varying level of experience
- Responsible for reward, training and development of own team, establishing and maintaining a performance management framework for the team
- Responsible for standard of service provided by own team and involvement in achieving the overall department targets
- Will be required to engage with both internal and external stakeholders
- Responsible for the delivery of the service strategy through management of direct reports
- Coach and support team members through regular 1:1s and reviews to identify and address development needs and construct development plans which will build a high quality team.Â
- Monitor team performance and output through use of volume and quality audit data in order to set or adjust targets and measure success against them, and raise the standard of the team
- Regular liaison with Relationship Managers to ensure escalations and complaint processes are adhered to in a timely and professional manner.
- Take full responsibility for regularly updating own knowledge and monitoring teams knowledge of FCA regulations, company products, processes and procedures in order to provide the best, accurate customer information at all times.
- Proven track record in a service environment and experience at a supervisory level
- Excellent planning and organisational skills
- Excellent communication, coaching and feedback skills
- Proven ability to deliver against targets
- Advanced relationship management skills
- Excellent negotiation, influencing and leadership skills
- Customer Service focused and able to manage relationships with stakeholders
- Ability to constantly reprioritise based on business need
- Bonus Schemes – A bonus that regularly rewards you for your performance
- A pension of up to 12%– We will match your contributions up to 6% of your salary
- Our award-winning Vitality health insurance – With its own set of rewards and benefits
- Life Assurance – Four times annual salary
- Help you to be the healthiest you’ve ever been.
- Create an environment that embraces you as you are and enables you to be your best self.
- Give you flexibility on how, where and when you work.
- Help you advance your career by playing you to your strengths.
- Give you a voice to help our business grow and make Vitality a great place to be.
- Give you the space to try, fail and learn.
- Provide a healthy balance of challenge and support.
- Recognise and reward you with a competitive salary and amazing benefits.
- Be there for you when you need us.
- Provide opportunities for you to be a force for good in society.
