Job Description

Job Title: Partners Support Desk Team Leader

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 are responsiblefor student support delivery in the UK.
Company Mission
We enable our customers to invest in their futures by delivering secure, accurate and efficient assessment, payment and repayment services.
Company Vision
Our vision is to be valued as a digital, customer-focused, centre of excellence.
Job Details
Overview of department:
Partner Services is a unique multi faceted function within SLC servicing Further and Higher Education Partners through the engagement and output of our Product Developers, Account Managers, Communication and MI teams, and our Support Desk who provide expert information and guidance through emails, calls and back office tasks whilst ensuring we deliver on our agreed Service Management Framework and quality standards.

Grade: 3

Reporting to:

Partners Support Desk Manager
Budget Responsibility:
N/A

Line Management Responsibility:

9 x G2 Customer Advisors
2 x G2B Practitioners Specialist Advisors
Job Purpose:
The role of the Team Manager within our Support Desk commands outstanding Leadership qualities, great organizational skills, strong in communication and proven experience in leading teams through transparent and fair processes whilst achieving high attendance and employee engagement.
As we are a stand-alone function the role also demands the ability to analyse customer data and map the right people with the right skills in the right place at the right time to meet our agreed Service Management Framework commitments. There is also the requirement to manage our annual leave and flexi policies in a fair and consistent way whilst again ensuring SLAs and Quality standards are not compromised.
Key responsibilities:
  • Provide team with direction through clear communications, measurable objectives and fit for purpose training solutions to develop agent capability that enables all to meet or indeed exceed their KPIs. Measurable through Right First Time and agent 121 documents
  • Working with Support Desk Manager to build quarterly forecast plans to ensure we have the right people in the right place at the right time and where necessary make adjustment to flexi patterns and working hours ensuring our people are informed in advance. Measurable through daily service levels and employee engagement
  • Conduct weekly call and email quality monitoring using our NICE system providing timely feedback and where appropriate agree developmental action plans to improve our Partner experience. Measurable through monthly QA results and remedial action plans
  • Manage team effectiveness through weekly monitoring of PEP updates, identifying those who require further coaching and support in order to achieve PEP KPIs. Measurable through productivity outputs
  • Build effective and sustainable working relationships with Regulatory Support Team, Planning & Policy, Operational Training and PS Account Managers ensuring that you attend relevant meetings and events that may impact the way we do things. Measurable through action plans
  • Own PS work instructions ensuring any product or process changes are captured and signed off by relevant stakeholders and facilitate quarterly reviews with key stakeholders as part of the ongoing maintenance programme. Measurable through Audit reports, RFT and customer insight
  • Conduct monthly audit of emails and calls to collate meaningful insight on trends and Partners of concern and share output in Monthly Reports
  • Deputise for PSDM when required including attending meetings and external events
  • Proactively manage own development and growth in role seeking coaching and mentoring opportunities across the wider SLC network. Measurable through own PDP
  • Be first point of escalation for support from anyone in Partner Services or Partners, committing to action and maintain ownership until resolution. Measurable through colleague feedback

Knowledge, Skills and Experience:

Essential Skills/Experience :
  • Proven Leadership capability evidencing success through the motivation of others to achieve KPIs
  • Competent in interpreting MI data to forecast customer demand v resource supply and ‘hot spots’
  • Confident in working under own initiative and make informed decisions timely to ensure SLAs and employee engagement not compromised
  • Proven experience in managing attendance, conduct and capability issues through a fair and transparent process
  • Excellent in written communication skills with great eye for accuracy
  • Competent in use of Microsoft applications such as Word & Excel
  • Awareness of own key strengths and knowledge gaps and is proactive in self development
  • Passionate about employee engagement by proactively and outwardly celebrating employee success and managing problems discreetly and fairly
Desirable Skills:
  • Expert in-depth knowledge of SLC Student application process and SLC platforms such as LP Portal, HE Portal, Lexicon, SIS & CMS
  • Knowledge of FE end to end product from assess, pay and repay process
  • Competent in Microsoft Power Point application
  • Experienced interviewer with understanding of probationary process
Training:
  • The right candidate will be provided with training on all FE, HE and Practitioner processes in the first 3 months of joining

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