Team Leader - Change of Circumstances

Discipline: Internal
Job type: Permanent
Contact email:
Job ref: 026405
Published: 11 days ago

Team Leader – Change of Circumstances




The role:


As a Team Leader – Change of Circumstances you’ll be leading the Retail Change of Circumstance team of circa 12 FTE. You’ll get involved in assessing all existing customer journeys within scope of role to drive better customer experience as well as plan, develop, motivate, organise and control the activities and resources of a team to deliver customer satisfaction and operational objectives. You’ll also be building capability in the team to ensure targets can be achieved whilst continually maintaining all quality, regulatory and procedural standards.  


Key Accountabilities:


  • Lead develop and coach team members to maintain a multi-skilled workforce
  • Plan and organise the workloads of the teams to ensure the achievement of SLA turnaround times and meet customers’ requirements
  • Continually review the team’s performance and audit of teams work to ensure quality and adherence to procedures.
  • Ensure performance management of the team and report on the same, through conducting regular reviews, monitoring absence / performance against agreed objectives, proposing and implementing changes to enhance performance.
  • Lead the identification, analysis and resolution of operational problems to ensure minimum disruption to team’s work and present recommendations to senior staff.
  • Maintain strong relationships
  • Understanding customer requirements to ensure that the services provided meet their needs and sales opportunities are maximised. 
  • Assess and make decisions or recommendations about appropriate solutions to meet identified customer needs.
  • Follow up on services provided to ensure that customers' requirements are met.
  • Identify sales opportunities to maximise the relationship with customers.
  • Take ownership of issues as they arise.


Knowledge, Skills and Experience Required:


  • People management skills
  • High level understanding of risk within the required area
  • Planning and Organisational skills
  • Production management and workflow experience
  • Excellent knowledge of processes and regulatory requirements within the team


What You Can Expect From Us:


  • Flexible and home working options
  • 27 days holiday rising to 30 with service, plus opportunity to buy 5 extra days
  • Competitive pension with up to 10% employer contribution
  • Income protection / life assurance
  • Commitment from employers on continued learning & development
  • Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy, GP’s for both you and your family.
  • 2 paid days for volunteering per year
  • ‘MyReward’ corporate discount for over 800 retailers and Cycle to Work Scheme.  
  • Family friendly policies and supportive working environment
  • Colleague network groups committed to inclusion and diversity within our Bank.

We can only consider candidates with the right to work in the UK at this time.


Our Bank is committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential. We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected.


If your application is selected for recruitment, we will ask if you require any reasonable adjustments in order to proceed to an interview with us. If you require more information or this document in a different format, please contact  


As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.


*Rated by Morningstar Sustainalytics in the Regional Banks sub-industry with a score of 8.5 as of 9 October 2023.