QA Team Leader

Equiniti; Bracknell; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A financial services firm in Bracknell seeks a proactive Team Leader to manage their motor complaints QA team. This role involves operational management, motivating the team, and ensuring excellent service delivery while working both in-office and remotely. Strong communication and managerial skills are essential for success in leading this team.

Qualifications

• Experience managing a quality checking/compliance team.
• Strong managerial background within the financial services.
• Ability to motivate and support a team.

Responsibilities

• Manage day-to-day operations of the contact center team.
• Maintain robust staff roster system for adequate coverage.
• Handle customer escalations and support case handling.

Skills

Team leadership

Operational management

Excellent communication

Interpersonal skills

Stakeholder management

Job description

Overview

We are looking for a proactive and motivating leader to manage a team of complaint handlers in Bracknell. As a team leader you will be responsible for ensuring the successful day to day running of the motor complaints QA team, both in office 3 days a week and remotely 2 days a week.

Responsibilities

• Day to day operational management of the contact centre team.
• Accountable for maintaining a robust staff roster system to always ensure adequate staff coverage of the team including annual leave and sickness absence.
• Working with the other members of the senior account services team to co-ordinate activities and attend information governance group meetings as necessary.
• Review and take ownership for work allocation.
• Motivating the team and providing day to day support and guidance.
• Customer escalation handling if required to support the team.
• Support and be the main conduit from the case handling team into the clients SMEs.
• Spotting potential complex queries / complaints and escalating where required.
• Experience managing a quality checking / compliance team.
• Excellent communicator who can lead a team to success as a whole.
• Strong managerial background within the financial services.
• Excellent interpersonal and stakeholder management skills.
• Proactive and supportive to get the best out of the team.