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Team Leader (Quality & Compliance)

Location: SWINDON, WILTSHIRE Salary: 25000 - 25000 GBP Per Annum
Sector: Business Support Job Type: Contract
Shift Type: N/A Applications: N/A
Posted: 9 months ago Reference: 3082562
An exciting opportunity has arisen for an experienced team leader/manager to be part of a new customer service delivery centre.

You will be responsible for the efficient day to day management of the compliance team within a service contract within a larger framework, and you will ensure the highest quality standards are adhered to and drive your teams performance. 

You will have previous experience of successfully managing a team within a high compliance environment where efficient service delivery is key. You will be process driven with the ability to manage, coach and develop a successful team.  

- Championing and driving service delivery and team values across the business.
- Be the POC in relation to contract SLA's and SPI queries. 
- Responsible for the co-ordination of compliance activities within the team and liaise with supply chain, customer, head of contract and service delivery teams.
- Assisting with the clients/customer requests for updates
- Manage the reporting requirements for the Service Delivery teams e.g SLA, KPI reports 
- To accurately record all information necessary to resolve issues reported in relation to service requests, incidents, service failures and complaints.
- Maintenance of standard operating procedures and manuals and provide training to customer service operatives in relation to processes and operating procedures.
- Focus on people development through training, mentoring and empowering staff to make decisions.
- Ensure all call monitoring is carried out to time and standard, listening to calls and providing feedback and coaching.
- Ensure all changes, developments and contract information is communicated in the appropriate method and timescale
· Lead by example in the use of best practice of the company’s standards, values and behaviours.

Previous experience of working within a compliance or quality role within a contact centre. 
Strong analytical skills including generating MI and reports
People management experience with a focus on developing and coaching
Experience of monitoring and feeding back findings
Process driven

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