Team Leader

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Job Description:

What youll be doing:

• Empowering the team and providing support to ensure staff increase their technical competency improving the efficiency of their delivery and achieving the agreed level of quality output whilst ensuring individual team and departmental objectives are met.

• Motivating leading and inspiring the team to deliver excellent customer service.

• Resource management including daily/weekly demand data analysis and evaluation of resource availability to ensure contracted and operational targets are achieved not only within your own team but also by supporting other teams as and when required.

• Ensuring the team self-adhere to company absence conduct and capability policies and complying with quality management systems regulations and policies from Capita and relevant regulatory bodies.

• Actively representing the team in department and company activities and projects engaging with the team in discussions and plans.

What were looking for:

• Management experience within a contact centre environment with a strong understanding of daytoday operations including experience managing teams of 15 or more staff.

• Proven people management skills demonstrating the ability to confidently lead support and develop a team.

• Strong leadership qualities with experience applying core management disciplines such as motivation planning performance management and change management.

• Experience handling employee relations (ER) matters with the ability to manage sensitive situations professionally and in line with policy.

• Excellent prioritisation and timemanagement skills with the ability to manage multiple responsibilities effectively.

• Clear and confident communication skills (verbal and written) able to navigate conflicting viewpoints and adapt communication style to different audiences.

• Good working knowledge of Microsoft Office applications including Excel.

• Data analysis skills with the ability to interpret information and use insights to drive improvements.

• Project management skills with the capability to understand and interpret project plans track progress and support delivery.

• Strong stakeholder management skills building effective working relationships across teams.

• Working knowledge and experience of pensions especially DB and DC schemes (desirable).

• Familiarity with the Civil Service Pension Scheme (desirable).

Please note that this role requires enhanced security clearance and full details can be found in the link below. One of the key requirements is continuous UK residency for the past five years so please only apply if you meet this criterion.

National security vetting: clearance levels -

About Capita Pensions Solutions

Capita Pension Solutions is one of the UKs leading pension firms. We provide an unrivalled breath of services to over 600 schemes covering over 6 million members. Our team use their experience insight expertise and latest technology to deliver personalised end to end solutions to meet all of their clients pension needs. Our services include pensions administration data & remediation solutions software actuarial investment scheme management and member communications.

Whats in it for you

• Competitive salary
• 23 days holiday rising to 27 (pro rata) plus the option to buy more after qualifying period
• Paid volunteering daywith a charity of your choice
• Generousfamily leave policies including 15 weeks fully paid maternity adoption and shared parental leave
• Cycle2Work scheme pension life assurance and more

Customer first always Fearless innovation Achieve together Everyone is valued

What we hope youll do next

Select Apply now to complete our short application and tell us more about you.

Were an equal opportunity and Disability Confident employer which means we recruit and develop people based on their merit and passion. Were committed to providing an inclusive barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio) or if youd like to discuss other changes or support you might need going forward please email and well get back to you.For more information about equal opportunities and process adjustments please visit the Capita Careers website.

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