Reports To Process & Technical Manager Location Thorpe Park, Leeds LS15 Hours of Work 37.5 hours per week (hours of work will be flexible and dictated by the needs of the business, therefore it is expected that the successful applicant will work those hours necessary to successfully discharge the duties of the role) The Role Overview To lead, support and motivate the 1st Line Quality Assurance team to support the operational areas of Pure Retirement in maintaining quality standards and client requirements. Responsible for coaching the team collectively and individually to ensure our standards are met and T&C standards are adhered to. Key Outputs Leading, supporting, mentoring and directing the team to ensure high levels and improved performance Motivating the team to promote and maintain a productive and harmonious team environment Ensure exceptional customer services levels are maintained throughout the team Managing resourcing and attendance levels to ensure optimum staffing levels at all times Driving of performance and KPI's through bi-monthly 1 to 1 meetings and formal performance management counselling as necessary Conducting formal appraisal meetings to identify, support and implement individual development plans Ensuring feedback from monitoring is acted upon through coaching to achieve optimum performance and improve compliance adherence Identification of individual and team training needs and implement appropriate training solutions and review as necessary to ensure training has been effective Participating in the delivery of training courses as required Participation in the planning and implementation of team incentives to drive performance and maintain team morale Support and develop recruitment campaigns, including leading interviews and selection campaigns Manage staff relationships, promptly respond to queries and manage expectations Ensure all HR matters are handled fairly and consistently in line with legal and company requirements to include disciplinary, grievance, capability and absence matters Work closely with the Human Resources Team to promote consistent business processes and procedures in line with current legislation and best practice Working with the Process and Quality Manager to identify, devise and highlight areas for improvement in servicing systems, processes and procedures, communicating and implementing and training out changes to the team Taking responsibility for ad hoc projects as requested by the Process and Quality manager or Head of Department Supporting in third party meetings as required Ensuring business written adheres to the individual funders lending policy Contributing to the development of Company's TCF policy and T&C regime Adhering to all anti-money laundering, data protection and other regulatory requirements Other ad hoc duties as and when required by the company This job description is not exhaustive and serves only as a broad outline of the duties required. This job description may be amended as necessary. The Person Overview Approachable, friendly and organised individual with a proven ability to embrace and develop a successful, customer service and performance focussed environment. Excellent motivator with the ability to drive, lead, inspire and develop a successful team. Self-starter with good interpersonal and communication skills. Ability to work with colleagues to offer solutions and support as necessary. Ability to prioritise and work to strict deadlines. Skills & Experience Mandatory Experience of managing a team and driving team's performance An understanding of the balance between individual goals and those of a team and organisation Ability to analyse performance of a team or individual and implement appropriate changes to ensure improvement Team orientated Exceptional communication skills Strong decision making skills Strong performance management skills Strong customer service background Desirable Experience in managing Quality Assurance team Experience in/of mortgage servicing Qualifications Desirable Management qualification(s) CeMap/CeRER C or higher in Maths & English GCSE or equivalent