Team Manager

We are seeking a driven and people-focused Team Manager to join our Kilmarnock based client. You will lead and support a team dedicated to delivering outstanding customer interactions and performance within a FCA regulated environment. The ideal candidate will possess strong leadership skills, a proactive attitude, and a track record of success in managing teams in the financial services or similar sectors.

Key Responsibilities:

Cultivate a Successful Collections Culture:

• Establish and nurture a collections culture that prioritizes compliance while achieving performance targets.
• Ensure customers are treated fairly and receive positive outcomes throughout the collections process.
• Motivate, mentor, and support team members to excel in all aspects of their roles.

Performance Management:

• Drive the team to meet or exceed agreed KPIs, including quality, risk, efficiency, and values.
• Analyse team performance regularly and implement strategies to improve effectiveness.
• Conduct regular, interactive coaching sessions with team members to help them reach their full potential.

Leadership and Communication:

• Provide effective leadership, communication, and interpersonal skills to inspire and engage team members.
• Manage performance on both individual and team levels, following the performance management framework, as necessary.
• Keep operations managers informed of any issues affecting the team or business through regular updates.

Experience and Skills:

• Demonstrated success in a team manager role, preferably within financial services or a related industry.
• Experience working in inbound and/or outbound contact centre environments.
• Proficiency in performance management techniques with a proven track record of success.
• Advanced PC skills, including proficiency in Excel, Word, PowerPoint, and Outlook.
• Strong influencing, negotiating, and decision-making skills.
• Proactive and positive attitude with a commitment to achieving excellence.

Salary & Benefits:

• �30,000- �35,000 (DOE)
• Annual bonus of up to �6000 based on performance.
• Hybrid working 3 days on site & 2 WFH (after 3months)
• Immediate access to our fantastic employee discount scheme, includes:
• various retailers, insurers, travel, leisure and so much more!
• Cycle to work & Childcare voucher scheme.
• 28 days holiday entitlement to begin with, which then increases based on your tenure.
• Holiday purchase scheme programme
• Access to our extensive e-learning library
• Westfield Health Cash Plan - Money back on everyday health costs; Optical, Dental, Physio, etc.
• Employee Assistance Programme (EAP) provided by AXA PPP Healthcare