We are Huntswood. The people who put partnership first. A trusted team with the insight, expertise, and pace to create better outcomes for our clients, their customers, and the communities they are a part of.
We deliver resourcing, outsourcing and advisory services from complaints to customer service, remediation to resilience – bringing together the pe...
We are looking for a Team Leader with the right talent and skills to lead our teams.
The purpose of the role is to drive superior customer service performance delivered to Huntswood clients and their customers, by achieving outstanding levels of quality and operational efficiency.
Job Description
Managing Performance and achievement of team KPIs
Leave/ Absence management ensuring required resourcing is available as per SLA.
Disciplinary & HR related matters are attended to as they arise in line with company policy and protocols.
Maintains team Motivation.
Rewards & Incentives are planned and implemented on an ongoing basis.
Ensure that the employee experience is consistent with the HW culture
Ongoing coaching provided to the advisors.
Regular call listening
Team professional development is considered and the necessary conversations (CPD, Succession , Career pathing etc.)
On going knowledge sharing activities to keep the team updated
Monthly 1-1s with team members
Identify and nurture top talent within the team.
Identify skills / knowledge gaps and independently address or escalate for assistance
All necessary reports are completed in line with department schedule / client requirements (daily, weekly, monthly)
Drive change initiatives ensure it as the desired outcome within your team
Key Competencies
Understanding of Business processes & policies
Planning
Leadership
Analytical
Conflict resolution
Strong communication
Listens to understand
Run effective meetings
Goal/ Target Orientated
Self -managed
Coaching
Developmental
Provides learning opportunities in everyday work.
Motivate team to achieve personal and professional goals.
Able to manage time well
Structured approach
Report Feedback
Relationship Building
Behavior / Characteristics
People Positive
Fair
Approachable
Good communicator
Solutionist
Role model Huntswood Culture & values
Set clear expectations.
Integrity
Takes responsibility and accountability for the teams output
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