Team Manager recruitment

Team Manager

Introduction
The role of the Financial Ombudsman Service is to resolve individual disputes between consumers and financial businesses - fairly, reasonably and impartially.

We're looking for team managers to head up a team of 10 to 12 adjudicators, making sure our values run through everything their team does.

About the job
As a team manager, you will manage a team of 10 to 12 adjudicators whose job it is to resolve disputes between two parties - the consumer and the business. Each of the adjudicators will have their own work load and have a range of experience and skills.

You'll be working in a specific product or service area (such as banking, insurance or payment protection insurance). You'll be supported by ombudsmen and sometimes by specialists in your own team.

Your job is to lead your team, and support and develop your team members. You will be telling them what skills they need to improve and how to go about it by giving them coaching. You'll also have to bring the team together to get the best out of them as a group, so they can provide the best service they can.

You will have targets to hit. Not only the number of cases your team resolve and what time they are done in, but also targets for the quality of your team's work.

About you
You have experience of:

* Delivering excellent customer service - whether as a manager of a team or as part of a team.
* Working in an intellectually challenging environment, where you have had to use problem-solving skills. This could be through academic achievement, or in previous jobs.

You won't be working on a lot of cases yourself but you'll need to know how to do your team's job, and offer them support with their work. And you won't have to know about any specific aspect of financial services - our experts will train and support you throughout your time with us.

You have good leadership skills

* Ideally you will have some experience as a team manager. But if you don't, you'll need to be someone who people look up to.
* You'll have good coaching skills, and be able to show your team how to work through the tougher cases.
* You encourage the career development of individuals in your team and make sure they all believe in the future of the ombudsman service.
* You aren't afraid to have some tough conversations with people.

You have excellent communication skills

* You are a very good listener who makes our customers, as well as your team, feel they've been heard.
* You are able to hold the attention of your whole team during team meetings, when you're briefing people and motivating them to deliver an even better service.
* Your written skills are good and you can write for any audience. It will be your responsibility to resolve the most challenging cases and deal with any consumer complaints about your team's level of service.

You work well in a team

* You ask when you are unsure and share what you know.
* You are positive and generally cheerful - someone who helps out when your colleagues are busy.
* You'll need to be good at building relationships with people outside of your team, and be able to work with and learn from them.

You do what you say you will

* You can organise yourself and your team to hit targets.
* You care about the quality of your work and take responsibility if your team does not achieve the results you want.
* You can work under pressure when there is a lot going on.
* When you say 'I'll call you on Monday', you do.

About the Financial Ombudsman Service
We are the place consumers can come if they have a dispute with a financial services business that they can't sort out themselves.

Set up in 2000 as a statutory alternative to the courts, over the last decade or so we have expanded significantly, and our remit now covers virtually all financial services and products - from pet insurance to spread-betting.

We employ over 1,500 people and have more than a million contacts with customers each year. Working for us means working for an organisation that matters - and makes a real difference to people's lives. Randstad Financial Professional encourage applications from individuals of all ages backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Randstad Financial Professional acts as an employment agency for permanent recruitment an employment business for temporary recruitment as defined by the Conduct of Employment Agencies Employment Business Regulations 2003