Job
Responsible to: Customer Services Operations Manager
Job purpose: To manage, coach & develop a team of co-workers on a Job Share basis
Hours: 22.5
Department: Customer Services
Closing Date: 19th March 2010
Business Practices
- On a daily basis to manage, coach & develop a team of co-workers to deliver agreed KPI's.
- Contribute to the creation and implementation of the Business Plan for your area and along with your peers, take joint ownership of the completed plan.
- Develop and deliver SMART objectives as per the Business Plan - both individual and team related.
- Drive and inspire the team to deliver specific business and team objectives.
- Manage performance through regular monitoring of calls/KPI's etc, appraisals and agreeing personal objectives and development plans.
- Maximise the potential of good performance and effectively manage poor performance through recording, analysing and acting upon performance data.
- Provide support across Operations as required.
- Ensure your team complies with relevant guidance and legislation, i.e. CCA, AML etc.
- As part of Ikano's commitment to Treating Customers Fairly, endeavour to ensure that fair treatment of customers is central to everything.
- To comply with Ikano's Data Protection guidelines and the requirements of the Data Protection Act for all customer or co-worker data.
- Create an environment of continuous improvement acting upon customer and co-worker feedback and responding to legislative and market changes.
- Respond to customer complaints and escalated matters as per the departmental complaint policy.
- Provide support to co-workers with technical queries and complaints. Effectively handle and resolve escalated calls.
- Maintain an appropriate level of technical expertise and product/process knowledge and actively participate when necessary.
- Conduct appraisals and reviews with team members and devise personal action plans and training schedules accordingly.
- Hold regular team meetings and generate team and individual feedback in respect to process and service improvements.
- Represent your department in projects as required.
- Authorise write off requests and budgetary expenditure as per the appropriate policies.
- Identify recruitment needs, liaise with Operations Support & Human Resources to fulfil and be involved in the selection process across Operations.
- Submit recommendations for annual salary reviews
- Timely completion of general housekeeping duties such as maintaining attendance records, sickness, holiday requests, disciplinary matters etc.
- To maintain a commitment to the company vision and the spirit of the organisation.
Please choose a download format below:
Complete one of the forms then email it to jobs@ikano.net or post it to the HR Department, IKANO Financial Services Limited, Adam House, Players Court, Player Street, Nottingham NG7 5LN.
