As Customer Service & Complaints Team Lead you will be responsible for optimising the customer experience by organising and coordinating team activities, ensuring cases are effectively triaged, managed in a timely and effective manner in order to deliver fair outcomes for all customers. You’ll manage and improve employee performance through continuous performance management which is a key aspect of the role. You’ll be the key gatekeeper and liaison point between the Customer Service and Complaint Teams and various other functions at Equifax (other Operations functions, HR, Legal and Compliance, Data Privacy and Security etc) and outside of Equifax (our regulators include the Financial Ombudsman, FCA, ICO).
What you’ll do
* Day-to-day leadership and mentoring of team members. This will include coordinating and managing workloads/queues on a daily basis, conducting coaching and 121’s at appropriate intervals, improving performance as well as motivating team members to deliver excellence.
* Effective workforce and capacity planning to ensure output is sufficient to support process / business commitments, highlighting where delivery against these commitments may be at risk
* Consulting closely with other Team Leaders and Support functions to provide and receive feedback and manage observations regarding case work resolved across multiple functions / teams.
* Working with the Process Manager to ensure the Target Operating Model is delivered optimally, and with the Operational Excellence team to create, update or maintain process documentation and other knowledge materials
* Carrying out monthly quality monitoring in conjunction with the central Quality Assurance team. Providing feedback of the results and appropriate coaching to the individual, as well as ensuring that all consumer remediation is completed on time and conducted appropriately.
* Identifying cases which require escalation or specific intervention, and managing these personally where required, or assisting through consultation and collaboration.
* Being a Business Subject Matter Expert for our customers and be a point of contact to provide support and guidance to other functions both internal and external, to share best practice, contribute to improvement initiatives, and help provide ad hoc solutions
* Assisting with the recruitment, onboarding, and training of new team members, as well as assisting with post-training Route To Competency
What experience you need
* Good experience of working in an FCA regulated organisation
* Intermediate experience of working in a team environment delivering against operational processes
What could set you apart
* Intermediate experience working with Equifax-specific processes
* Supervisory experience in a team environment delivering against operational processes
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