Compliance Team Leader Full Time

Pay: £31,000.00-£34,000.00 per year

NO AGENCIES!

Job Description:

Job Purpose:

The job of a Compliance Team Leader is to proactively manage the staff within the initial Compliance team. Compliance services must be delivered in a professional manner providing excellent service to customers, members, and suppliers.

Summary Of Key Duties:

Staff

• Training – ensure all staff have completed the appropriate training
• Development – create a succession plan and develop staff for career progression
• Rota – maintain a rota that ensures that enough staff are at work
• HR – record on appropriate platforms all 121’s, sickness, training, and holidays.
• Productivity – optimise and improve staff productivity
• Policies – ensure team adhere to the following company policies
• Dress Code
• Mobile Phone
• Data Security
• Health and Safety
• Absence

KPI

• Audit Quality – 98% minimum of compliance packs error free. 3 quality audits per person, per week carried out as standard
• Contact – SLA1 and SLA2 both at 98% minimum
• 100% of scheduled call backs to be completed
• Overall team subscription rate – 60%
• Overall inbound calls answered – 95%
• Team Productivity – 20 packs per day, per person, 6hrs total talk time per day, per person
• Error Log – Ensure to address issues within the escalations log with staff robustly

Service Delivery

• Ensure that clients have a positive service experience – via quality call audits.
• Implement a “service” score card for the department which can be measured by staff members – provide monthly reports.
• Measure turnaround time by estate agent and staff member to ensure that targets are met.

Skills and Requirements

• Lead and motivate a Customer Success Team to optimum performance levels to achieve agreed targets contributing to the company’s objectives.
• Provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting of SMART objectives.
• Manage performance through regular, effective reviews, addressing performance issues according to the company’s policies and procedures.
• Conduct development reviews and recommend training and development plans.
• Deliver all departmental KPI’s, achieving set targets and objectives within the compliance team and all ancillary areas.
• Challenge processes and procedures, identify and implement improvements to enhance the customer/agent experience or improve operational efficiency.
• Build effective relationships with other teams and departments.
• Act as a role model to others whilst striving to achieve high standards of performance and customer service.

Performance Requirements:

• To score a minimum of 98% for accuracy on weekly case audits.
• To achieve the minimum standards set out in KPI’s.
• To work collaboratively with the Service Delivery Manager and Head of Operations to deliver excellent service levels.

Person Specification:

Essential:

• Customer Service expertise
• Excellent time-management
• Display Leadership
• Attention to detail
• Problem solving
• Decision making skills
• Team-building skills
• Strong organisational skills
• Accurate written English
• Excellent verbal communication skills
• Target driven
• Highly motivated
• Team player
• Proactive
• IT skills (office suite)
• Ability to work under pressure
• Administrative skills
• Confidence
• Enthusiastic

Desirable:

• Strong negotiation skills

Summary of responsibilities:

This section sets out a description of your areas of responsibilities together with the areas of measurement. The responsibilities may change and develop following consultation with you. Specific targets associated with the performance area will be reviewed and agreed periodically.

You are responsible for delivering these aspects of the business:

Area of responsibility: Staff

To represent Smart Compliance, its partners and colleagues in a friendly and business-like manner in all dealings with, customers, potential customers and other employees and external clients – Measurement: Google, Trust Pilot and Glass Door scores.

The ability to motivate yourself and others, lead change, create a service culture among all staff – ensure the team share our passion for customer service – Measurement: Customer feedback survey scores

Impart your own knowledge to other team members as part of the Company’s continuing efforts to maintain a high-quality service – Measurement: Training material

Ensure that all staff are trained to the necessary level for their role, that staff sign training contracts and that all results are stored in CHR – Measurement: CHR

To develop and implement a rota that ensures that adequate staff resource is in place to deliver KPI’s whilst taking note of the weekly and seasonal volume changes – Measurement: KPI’s

Ensure that you conduct monthly review meetings, performance management and improvement plans and accurately record all activity on CHR. – Measurement: Audit Check by Service Delivery Manager

Closely measure productivity and ensure that individual members of staff are managed to deliver to minimum production KPI’s without compromising quality and output. Ensure that Personal Improvement Plans are implemented where staff are failing to meet productivity or quality targets. Formal process to be invoked for staff that consistently fail to meet their targets. – Measurement: Meet KPI’s and evidence PIP’s for staff below target

Area of responsibility: KPI’s – Specific Service Delivery

Our commercial contracts require that we deliver to exacting service standards, these are measured and if we fail to meet targets financial penalties are imposed. The cost of the penalties could be several thousand pounds each month. Meeting the agreed KPIs is a critical part of the role. – Measurement: Accuracy of data capture

Smart Compliance must have a positive service lead culture that delights our clients and members. Having positive testimonials from clients and members will assist the Commercial Director to grow the business and encourage members to subscribe to our services for longer.

We want to be able to prove that we have a fast, accurate and efficient service that delights our clients and members.

Implement a survey process with clients and members to measure our service delivery, use the results to develop improvement plans, identify need for training and opportunities for business development. – Measurement: Survey scores Target 4.7/5.0

Job Types: Full-time, Permanent

Experience:

• Call centre management: 2 years (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person