Secondment Position – 12 months with a view of extending

The role of a Quality Team Leader:

As a Quality Team Leader, you will coach, develop, and support your team in providing valuable insights and feedback through the monitoring and evaluations they complete, making sure we are delivering the right outcomes and best experience to our colleague and customers.

You will be colleague orientated, engaging, restless, have great communication skills as well as being comfortable engaging with stakeholders across our business.

Key Accountabilities:

  • Demonstrable experience of successfully leading a team
  • Coach your team to success by providing guidance and direction on areas of improvement, as well as celebrating their success.
  • Drive behaviours that demonstrate your colleagues understand the importance of ensuring a customer’s needs, meeting fair and reasonable expectations, and providing fair outcomes.
  • Question and challenge peers and managers where processes and procedures do not meet these expectations and any activity that does not place customers’ best interests at the heart of how we do business.
  • Coaching colleagues to ensure the right level of capability, skill, and engagement to effectively meet the department’s objectives.
  • Maintain a thorough understanding of processes and procedures for departmental areas by leading regular call calibration sessions.
  • Ensure completion of all training as mandated by the company and regulated by the FCA.
  • Responsibility for daily delivery of quality monitoring across business areas as determined by the business, including outsource providers.
  • Support the Quality Assurance Manager to achieve targets in line with Key Performance Indicators (KPIs) as well as agreed and set regulatory standards.
  • Maintain regular 1-2-1’s with each direct report to drive excellence in all that they do.
  • Challenge and support your team to be the best they can be
  • Be relentless in your search for continuous improvement
  • Promoting quality achievement and performance improvement throughout the organisation.

What we are offering you:

  • Real opportunity to make a difference, to grow and develop in your career with us
  • Highly competitive basic salary which we will share with you upon shortlisting
  • Up to 5% bonus earning potential
  • 25 days holiday
  • A great pension scheme
  • Flexible benefits to buy or sell holiday
  • Discounted Hastings Direct products
  • Structured development and reward scheme
  • Pension match (1:1) up to 10%
  • Life insurance (4 x base salary)
  • Well-being programme: Colleague Assistance Programme, Thrive mental health app, access to virtual GP, Nudge money management tool

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.