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Team Leader - Financial Health Operations

Edinburgh Job No. r00178841 Full-time

Job Description

Financial Support Team Lead  - Financial Health Operations

Location: Home based

Salary: Up to 35k depending on experience

Shifts: 5 days a week on a shift basis 
2 late's per week (12pm-8pm), 1 early per week (8am-4pm) and every other Saturday (9am-5pm)

If you’re passionate, driven and committed to providing a first-class customer experience then we’d love to hear from you.

We at Accenture care deeply about what we do and the impact we have with our clients and communities.  At the very heart of this are our people who are diverse, innovative, and committed to delivering excellence.

At Accenture we build careers.  We have mentors, career counsellors and buddies who are all there to support your growth and development. This is a great opportunity work for a company where you are encouraged to bring your best self to work every day and be part of a positive and dynamic team! 

We offer a variety of excellent benefits including (but not limited to!):

  • A variety of health and wellbeing benefits including individual private medical cover, access to app-based fitness classes and discounts at a range of gyms

  • Employee discounts

  • Excellent employee referral programme with generous bonus payments for introductions

  • Excellent Pension scheme

  • Employee Share Purchase Plan

The Role:

As a Team Leader you will be responsible for managing a high performing team of financial health customer agents to can deliver exceptional customer service and provide good outcomes to our client’s customers.  

The role will cover the following, but not limited to: 

  • Leading a team of Customer Support Agents

  • Providing coaching and development support for your team  

  • Act as a mentor and quality checker where required for the team to consistently meet productivity and quality targets 

  • Own and deliver regular 121s, delivering and leading impactful stand-up calls daily   

  • Working with operations leadership in implementing any remediation plans through tailored training and improvement plans 


The successful candidate will have: 

  • Demonstrable record in leading high performing teams in regulated operations  

  • Previous experience managing in financial support / collections & recoveries operations in banking 

  • Knowledge of key and relevant FCA regulations with focus to create a customer centric culture in delivering good customer outcomes to customers  

  • Strong stakeholder management skills, both with Accenture leadership and client leadership  

  • Be able to challenge processes and suggest areas for transformation and instil a culture of continuous improvement  

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