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Central Services Team Leader
We are seeking a Central Services Team Leader to support Isio's pension administration service.
Position Overview
This role is specifically intended to support the administration teams in delivering BAU services. As Team Leader you will be supporting the Central Team Manager in managing and developing a team who offer first-line in-bound call support and complete all non-technical pension administration work. The team also process incoming digital and physical correspondence across 5 administration offices. You will be responsible for ensuring processes are followed and work is completed to the highest standards.
The role of Team Leader involves dealing with confidential information therefore a high level of discretion and professionalism is essential. You must also be able to work well under pressure during busy periods when the volume of cases and in-bound calls can increase substantially. Alongside the Central Team Manager, you will be responsible for supporting the growth of the Central Team and the personal development of the team members so that they achieve both individual and team targets. You will actively encourage their learning and development and take a lead role in day-to-day performance management.
The ideal candidate will already be working in a similar role in a customer focused environment They should possess strong leadership and excellent customer service and communication skills. They should be team orientated with good interpersonal skills and a logical approach to problem solving. They must also be flexible with the ability to effectively prioritise their own workload and that of others.
This role is fully office based in our central Croydon office.
Role and Responsibilities
- Manage the provision of first line call support for dedicated scheme helplines, freephone and general lines.
- Allocate, process and review high volumes of a range of member events ensuring they comply with scheme rules, legislation and internal standards.
- Prioritise you and your team's work to ensure delivery of member events to a high standard and in accordance with client Service Level Agreements.
- Performance management, supervision, training and development of Central Team administrators.
- Maintain a culture which reflects Isio's values, and puts the member at the heart of all activities.
- Attending internal and external meetings to provide support and guidance on operational related administration issues.
- Keeping up to date with procedural, technical, scheme and operational changes.
- Supporting and covering the operational teams where necessary.
- Supporting the Central Team Manager.
- Participation in ad-hoc administration projects/exercises.
Key Skills & Experience
Essential
- Experience in a customer focussed administration environment.
- GCSE English and mathematics, or equivalent (A-C).
- Excellent numeracy and literacy skills.
- Excellent MS office skills.
- Experience of managing others.
Desirable
- Contact or call centre team management experience.
- Experience in a third-party pensions administration environment.
Demonstrated Commitment to our Core Purpose
- Power in Partnership: We work in partnership with our clients & each other - building open and trusted relationships. Working together allows us to deliver the best for our clients.
- Future Focus: We want to push our industry forward by solving problems in better ways that benefit both our clients & society.
- Strength in Difference: We work with diverse perspectives to find better solutions. Working with differences makes us stronger.
- People First: We recognise that pensions is a people business. People are the source of Isio's expertise and it is people's lives that we affect through our advice.
What we offer you
Isio is a people business, and we're committed to helping our great colleagues gain a wide variety of experience, significant development opportunities and progression through the business. The variety of work that'll be available to you will enable you to do this.
On top, we also offer:
- A competitive remuneration package, including a bonus scheme.
- A defined contribution pension scheme.
- Life insurance.
- Healthcare benefits.
- Income protection benefits.
- 25 days annual leave (plus bank holidays) as standard with the option to purchase additional days of holiday. As well as two additional 'Company' days - a celebration day for your birthday and an extra day over Christmas.
- Corporate Social Responsibility (CSR) allowance
- Flexible working opportunities.
- A flexible benefits package.
- Internal development programmes including (technical and non-technical) training support and mentor programmes.
- Where required study support including study days, materials and exam entry support.
Isio Group is an equal opportunities employer and we welcome applications from all suitably qualified candidates.