Operations Support Team Leader The Operations Support Team Leader’s primary role is in ensuring the effective day-to-day leadership of the Operations Support Team. This includes measuring productivity, performance management, tracking KPIs and identifying improvement opportunities that support efficiency gains. They will demonstrate a focus on process optimisation which encourages a simplification and automation of processes that ensure we deliver on time, and to the highest possible standard.Key ResponsibilitiesLine management of up to 5 Operations Support Specialists:Carrying out 121’s & Performance ReviewsAccurately recording employee absenceMeasuring productivity & qualityCoaching on performance & behavioursGenerating & presenting MI ReportsDemonstrating and encouraging a Think Customer mindsetMaintaining SOPs (Standard Operating Procedures)Running daily stand ups & regular team meetingsSupporting business and industry-led projects to ensure complianceHandling escalated and regulated consumer calls & queries, including liaising with the Ombudsman where applicableDelivering role-specific training & feedback (telephony, complaint handling etc)Supporting business changes such as implementation of new systemsRotating tasks & responsibilities to develop knowledge and resilience within the Operations DepartmentHaving an intermediate ability on Microsoft ExcelWorking as part of a wider management team to drive collaboration, consistency & best practicePerson SpecificationWe want individuals who will endeavour to do their best and set themselves high standards to meet. It is important that you are a confident communicator who will play an active role in both internal and external conversations via email, call and in person. You need to be someone who thrives when working in a sociable environment, enjoys solving the occasional puzzle and will ask questions whenever you are unsure.Benefits include:Holidays: 26 days, going up to 27 after 3 years and up to 28 after 5 years of employment. The company gives you the opportunity to buy/sell up to 3 days per year.BonusEnhance PensionPrivate Medical InsuranceLife insuranceEmployee Rewards Portal: access to exclusive discounts and flexible benefits such as Cycle to Work and EV car Salary Sacrifice Scheme.Enhanced Family Friendly benefits: Enhanced maternity and paternity pay and paid time off when receiving fertility treatment.Volunteering day: one day a year fully paid.This role is a 12 Month Fixed Term Contract