Complaints and Customer Service Team Leader

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

This is a 12-month fixed term role

The Team Lead helps optimise the customer experience by organising and coordinating team activities, ensuring cases are effectively triaged and managed in a timely and effective manner in order to deliver fair outcomes for all customers. Improving employee performance through continuous performance management is a key aspect of the role. They are also a key gatekeeper and liaison point between the Customer Service and Complaint Teams and various other functions at Equifax (other Operations functions, HR, Legal and Compliance, Data Privacy and Security etc) and outside of Equifax (our regulators include the Financial Ombudsman, FCA, ICO).

What you’ll do

• Fostering a team culture amongst a team of Customer Service and Complaint Case Managers that is collaborative, fun, and high-performing.

• Day-to-day leadership and mentoring of team members. This will include coordinating and managing workloads/queues on a daily basis, conducting coaching and 121’s at appropriate intervals, as well as motivating team members to deliver excellence.

• Setting clear performance expectations including individual targets, providing regular feedback, and conducting performance reviews. 

• Effective workforce and capacity planning to ensure output is sufficient to support process / business commitments, highlighting where delivery against these commitments may be at risk

• Consulting closely with other Team Leaders and Support functions to provide and receive feedback and manage observations regarding case work resolved across multiple functions / teams.

• Working with the Process Manager to ensure the Target Operating Model is delivered optimally, and with the Operational Excellence team to create, update or maintain process documentation and other knowledge materials

• Identifying training and coaching requirements and ensuring the appropriate needs are delivered, monitored and reviewed.

• Carrying out monthly quality monitoring in conjunction with the central Quality Assurance team. Providing feedback of the results and appropriate coaching to the individual, as well as ensuring that all consumer remediation is completed on time and conducted appropriately.

• Monitoring and forecasting complaint volumes and activity and working closely with the Process Manager and support teams to form plans to ensure productivity is at optimum level and complaints outstanding remain within tolerances.

• Identifying cases which require escalation or specific intervention, and managing these personally where required, or assisting through consultation and collaboration.

• Championing exceptional complaint handling by ensuring the complaints team delivers fair outcomes and payment of suitable and fair redress to customers.

• Being a Business Subject Matter Expert for our customers and be a point of contact to provide support and guidance to other functions both internal and external, to share best practice, contribute to improvement initiatives, and help provide ad hoc solutions

• Assisting with the recruitment, onboarding, and training of new sales team members, as well as assisting with post-training Route To Competency

• Managing absence, performance and conduct in line with global and local processes and policy

What experience you need 

• Experience of delivering exceptional customer experiences in a regulated financial services environment

• Knowledge of Equifax data, processes and systems

What could set you apart

• Experience of working in a supervisory capacity

• Able to evidence a proactive and self-motivated approach

• Able to evidence a track record of motivating others.

• Able to evidence excellent interpersonal and relationship-building skills.

• Able to evidence strong problem-solving and decision-making skills.

The Perks of being a Equifax Employee?We offer a wide range of company supported benefits including contributory pension, life cover, income protection, healthcare, enhanced maternity and sick pay, 26 days holiday and a day off for your birthday, with the ability to buy and sell and free credit checks. We also offer flexible benefits ranging from cycle to work, discounted travel options, gym membership, dining and leisure discounts, financial & savings plans, mobile discounts plus much more!We also support personal development and have a range of learning options including our global online learning platform and allow you to bring your whole self to work supported by our Inclusion and Diversity, Wellbeing and Employee Engagement forums.

Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

Who is Equifax? 

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. ​​​​​​​ 

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best. 

Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.