What you will need to succeed in the role:

 Strong leadership capabilities with excellent coaching and motivational skills, proven practitioner of undertaking quality assurance samples and driving positive improvement in team call quality results.

 Commitment to continuous development, both personally and in others, to add value for the organization and for overall career development, Excellent communication skills – both conversational and written.

 Proven ability to drive a team of telephony agents to achieve department targets, Ability to work collaboratively, promoting teamwork and positive cooperation towards the achievement of team/department goals, Ability to organise work independently and as part of a team.

 Strong understanding of the varying stages of financial difficulty in respect of the Customers in Financial Difficulty policy, understanding of Banks systems – including Browser Main Menu, eCafe, Document Viewer, Excel, Word, Outlook.