Join the LLR family of private equity-backed growth companies.

This is a 12-month fixed term role

The Team Lead helps optimise the customer experience by organising and coordinating team activities, ensuring cases are effectively triaged and managed in a timely and effective manner in order to deliver fair outcomes for all customers. Improving employee performance through continuous performance management is a key aspect of the role. They are also a 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

• Fostering a team culture amongst a team of Customer Service and Complaint Case Managers that is collaborative, fun, and high-performing.
• 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, as well as motivating team members to deliver excellence.
• Setting clear performance expectations including individual targets, providing regular feedback, and conducting performance reviews.
• 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
• Identifying training and coaching requirements and ensuring the appropriate needs are delivered, monitored and reviewed.
• 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.
• Monitoring and forecasting complaint volumes and activity and working closely with the Process Manager and support teams to form plans to ensure productivity is at optimum level and complaints outstanding remain within tolerances.
• Identifying cases which require escalation or specific intervention, and managing these personally where required, or assisting through consultation and collaboration.
• Championing exceptional complaint handling by ensuring the complaints team delivers fair outcomes and payment of suitable and fair redress to customers.
• 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 sales team members, as well as assisting with post-training Route To Competency
• Managing absence, performance and conduct in line with global and local processes and policy
  
  

What Experience You Need

• Experience of delivering exceptional customer experiences in a regulated financial services environment
• Knowledge of Equifax data, processes and systems
  
  

What Could Set You Apart

• Experience of working in a supervisory capacity
• Able to evidence a proactive and self-motivated approach
• Able to evidence a track record of motivating others.
• Able to evidence excellent interpersonal and relationship-building skills.
• Able to evidence strong problem-solving and decision-making skills.