+ Based onsite in Newcastle
+ 12 month contract
+ £18 to £22 per hour - Umbrella rate
Description:
What we're looking for in a Regulatory Supervisor:
A proven track record in people development and management.
Customer oriented first and foremost, someone that is passionate and empathetic.
Team player who has a genuine interest in helping others. Someone that will lead by example, be friendly and approachable, and demonstrate a "can do" attitude. Helping to develop a culture of working together.
Someone that has excellent communication skills; especially being a good listener and able to understand customer and colleague needs.
An analytical approach, able to simplify complex situations and then apply sound judgement to resolve problems.
Conscientious and reliable individual who is self-motivated.
Open and trustworthy, who clearly values diversity within a team, and can see the strengths in all individuals.
And of course, a keen eye for detail and high levels of accuracy, solid administration, and IT skills with good knowledge of MS office, including excel and PowerPoint for reporting and presentations.
Responsibilities of Regulatory Supervisor:
Responsible for the day-to-day management of a team of up to 6 colleagues.
Managing and distributing QA workload across the team to ensure ongoing colleague competence, ensuring that customer complaints are identified, captured and resolved effectively ensuring a fair and accurate outcome to our customers.
Lead, motivate and recognize colleagues through open and honest communication.
Monitor and review individual colleague and team progress against business objectives.
Through regular coaching, enhance and improve colleague performance, where applicable proactively identifying performance and/or conduct related issues and managing these in line with the department's training and competency framework.
Pro-actively build and maintain relationships between teams and departments.
Use a wide range of communication tools (including Huddles/Stand-Ups, Buzz Sessions, Team Meetings) to effectively communicate business expectations, provide updates and positively promote business and process change, ensuring colleagues have the confidence to always provide excellent service to customers.
Encourage an environment where regular feedback from colleagues is gathered, listened to and actioned to help continuous improvement.Some of the essential skills and experience that we require a candidate to have includes but not limited to:
People Management including Coaching is essential.
Experience of complaints and/or escalation management is key.
Experience within Financial Services, or other regulated environment is highly desirable.
Contact Centre experience would be extremely advantageous.
Experience working within a dynamic, fast paced environment is preferable.Experience of dealing with vulnerable customers also highly desirable
Salary description
£18.00 - £22.00 per hour