Job Title: Senior Team Leader FE Services

Job Description

Job Title: Senior Team Leader FE Services

Reporting to: Processing FE Services Manager

Details
About SLC
Student Loans Company is a non-profit making Government-owned organisation set up in 1989 to provide loans and grants to students in universities and colleges in the UK. We work with Student Finance England, Student Finance Wales, the Student Awards Agency for Scotland, the Education and Library boards in Northern Ireland, Higher Education Institutions and HM Revenue & Customs (HMRC), to provide student support in the UK.
What we do:
·  we pay loans and grants to students
·  we pay tuition fees to colleges and universities
·  we work with HM Revenue and Customs to collect loan repayments
·  we make maintenance payments to school pupils aged over 16 in Northern Ireland and Wales
·  we pay bursaries and scholarships on behalf of universities and colleges
·  we run all the administration and processing associated with these activities
Our Mission is to enable our customers to invest in their futures by delivering secure, accurate and efficient assessment, payment and repayment services. We are progressing towards our Vision - to be valued as a digital, customer focused, centre of excellence.
Job Purpose
·  To assist and deputise for the FE Services Manager, ensuring the department tasks are fulfilled, providing support to Team Leaders, and internal/ external stakeholders.
·  To lead, supervise and motivate a team of customer advisors to ensure that an efficient and courteous level of care is provided to all customers.
·  To carry out relevant duties and report directly to the Manager.
Key Accountabilities
·  To carry out relevant department duties to support the department in the absence of the Manager
·  To lead and support the FE Team Leaders in delivering the requirements for their role in the absence of the Manager
·  To handle enquiries from internal and external 3rd parties in the absence of the FE Services Manager
·  Delegate for the FE Services Manager in his/her absence
·  Ensure resource is allocated appropriately, reacting to demands when required in the absence on the Manager
·  Conduct regular performance reviews with all team members and deal
with any performance issues or coaching needs as required.
·  Lead and motivate team members using effective communication by holding regular team meetings to ensure the best possible morale and work performance.
·  Regularly review and monitor the level of service provided by the teams to other divisions and departments – where necessary anticipate any problems and advice the FE Services Manager.
·  Maintain statistics on individual staff performance and team performance. Reporting on performance as and when required to do so.
·  Undertake any other tasks assigned by the Manager.
·  Ensure adherence to Company rules relating to security of property, computer systems and information, reporting and or talking action on any breach.
·  Responsible for team of Customer Advisors and for providing direction and support to the other team leaders within FE Services
Essential Skills / Experience / Qualifications
·  Standard Grades
·  Knowledge of FE stakeholder engagement
·  Management experience in an operations/ high volume processing environment.
·  Good knowledge of operational processing within SLC, specifically relating to processing of application forms and handling inbound telephone calls and associated processes and procedures.
·  Ability to delegate and develop staff within department and team
·  Excellent interpersonal skills with the ability to supervise motivate and develop teams.
·  Well developed written and oral communication skills.
·  Well developed management and reporting skills.
·  Experience of managing SLAs in an operational environment
·  Experience ensuring appropriate staffing levels maintained
·  Ability to recognise work flow patterns and plan resource to match
·  Capable of making sound judgements at department and team level
·  Capable of implementing changes at department level
·  PC literate with good numerical and organisational skills.
·  Understanding of the reward and performance management systems and the principles of Investors in People.
·  Flexible/adaptive to change
Desirable Skills / Experience
·  To degree level
·  Knowledge of SLC products
·  It would be desirable that candidates had knowledge of the current FE schemes run by SLC
·  Experience of leading teams within the Financial services sector.
·  Experience of using Microstrategy and tracker systems
Communications
·  Internal:
All departments throughout the organisation such as HR, Finance, ICT and PBS
·  External:
New and existing customers, FE Learning Centres, DfES and DEL.
Key Challenge:
·  The safe delivery of the AY 16/17 FE cycle