Wealth Management Specialist Support Manager - Age Partnership Limited : Job Details

Reports to

Head of Retirement Guidance

Location

Leeds

Package

Competitive salary and generous benefits package - £27k - £33k

Hours of work

37.5 hours per week (Hours of work will be flexible and dictated by the needs of the business, therefore it is expected that the successful applicant will work those hours necessary to successfully discharge the duties of the role).

Not your typical financial services firm…

Established in 2004, Age Partnership has held true to its pledge to improve the markets in which we operate for the benefit of customers. We do this by delivering world?-?class customer experiences, continually innovating and embracing digital technology to make dealing with the company both efficient and engaging.

At Age Partnership we accept nothing other than being the best at what we do, and this objective is reinforced by an environment in which colleagues are encouraged to engage, to learn and to flourish. Significant in?-?house training and development facilities and empowerment of colleagues are just a couple of components that have helped this culture to thrive.

The roleOverview

To support the Wealth Management Guidance team; both in office and remotely; leading a team of agents that will be tasked with supporting the specialist team.

Proactive in creating a culture where our people are empowered to put the customer first and take action to improve our service.

Key Outputs

• To motivate and lead the team to encourage high levels of performance.
• Set and agree expectations with individuals and work with them to deliver great outcomes for our customers and the business
• Manage resources in your team working with the Head of Retirement Guidance and Capacity & Scheduling Planners
• Set clear objectives with team members and manage their performance through regular conversation and coaching
• To develop individuals and enhance their performance in their roles though a variety of methods including:
• Individual coaching sessions
• Group coaching sessions
• Side by side observations and feedback
• Administration checks for quality and control
• Conducting 1?-?1 meetings and feedback
• Live/recorded call listening and feedback
• Assisting team members to develop and implement personal development plans
• Proactively manage inbound and outbound activity ensuring customers are serviced in an effective and timely manner.
• Proactively manage pack production - focusing daily on volume and quality.
• Monitor capacity for additional tasks to help elevate pressures from the specialist team (i.e. provider calls, customer updates, admin queries and re?-?quotes)
• Take responsibility for the performance of your team and the wider department through working with the Capacity / Scheduling Planners
• Proactively manage individual under performance so as to mitigate adverse impact on team performance.
• Work closely with HR to ensure policy and procedures are adhered to
• Ensure all HR matters are handled fairly and consistently in line with legal and company requirements, to include disciplinary and grievance matters
• Collation and analysis of team performance data and to identify opportunities to implement processes and system enhancements to improve team and individual performance
• Identify ways to improve the customer experience and drive commercial performance - thinking beyond your own area to the broader Retirement Guidance service.
• Provide continuous support to agents.
• Calculate department bonus each month and submit to Payroll within cut?-?off deadline

The personOverview

Approachable, organised individual with a proven ability to embrace and develop a successful target driven environment. Excellent motivator with the ability to inspire and support the development of a successful team. Self?-?starter with good inter?-?personal and communication skills who leads by example to drive performance. Ability to offer solutions and support as necessary.

Skills & knowledge

Essential

• Evidence of sustained success in achieving targets
• An understanding of the balance between individual goals and those of the team.
• Ability to analyse performance of a team and an individual and implement appropriate changes as necessary to ensure individual/team target achieved.
• First class communication skills and experience of working in a contact centre environment
• Experience of performance management process.
• Ability to use all Microsoft Office programmes to a competent level

Desirable

• Team management experience
• Industry experience

Our ValuesCustomer first

• Be Respectful - Treat customers and colleagues at all levels with dignity and respect.
• Show awareness - Be aware of how your actions and behaviours affect customers, colleagues and the business.
• Go Above & Beyond - Always aim to exceed expectations, giving your very best to every customer and colleague.

Raise the bar

• Embrace Change - Treat change as an opportunity to improve, welcoming new ideas and ways of working.
• Commit to Development - Take responsibility for your personal development and that of the business.
• Be Proud & Lead By Example - Take pride in yourself and your work, acting as a positive role model for others.

Do the right thing

• Be Accountable - Take responsibility for your actions and learn from any mistakes.
• Keep Your Promises - Do what you say you’ll do, when you say you’ll do it.
• Be Courageous & Honest - Speak up for what you believe in and welcome the opportunity to give and receive constructive feedback.

Win together

• Collaborate & Share - Be generous with your time and ideas, working with and for the wider team.
• Appreciate others - Recognise the contribution made by every colleague to the success of our business.
• Focus on Solutions - Show resilience and determination, focusing on the solution not the problem.