Team Quality Support

JOB DESCRIPTION

Job Title:                                                         Team Quality Support (FRT)

Location:                                                         Eccles / Hybrid

Reports to:                                                     Jacek Zawieracz

Hours of work:                                               40*

Salary range (inc benefits):                           TBC

Date revised:                                                  TBC

*This role requires full flexibility from the outset, based on a rotating shift pattern between the hours of 8am and 6pm, to include full cover of absent colleagues with office attendance as required.

JOB PURPOSE

Responsibility for upholding the company’s values and standards by ensuring high-quality service delivery and consistent client satisfaction. Acting as a bridge between the team, the Team Coordinator, and the Manager, the Senior Advisor helps enforce company policies and procedures and ensures adherence to service standards. This role emphasizes leadership, quality control, and process improvement.

PRINCIPLE RESPONSIBILITIES

Serve as the acting leader during shifts when the Team Coordinator or Manager is absent, ensuring smooth operations and consistent quality.

Monitor and maintain service quality, aligning team performance with company standards. 

Manage and arrange for replacement of staff during absences to ensure full shift coverage.

Handle client interactions promptly and professionally to ensure customer satisfaction.

Actively contribute to developing and refining processes to improve efficiency and enhance service quality.

Support team sales efforts and monitor daily performance.

Ensure completion of daily, weekly, and monthly financial tasks accurately and in a timely manner.

Ensure excellent communication, supporting and motivating the team, and managing performance.

Ensure effective conversion of leads to open cases.

Assist with clear communication between the team and NBE.

THE IDEAL CANDIDATE 

An excellent communicator, with the ability to motivate and drive a team forward.

Ability to problem solve and a proactive approach to challenges.

Ability to work to deadlines and produce accurate reports as required.

Highly organised with excellent time management skills.

An effective team player but also able to lead in the absence of the supervisor.

Ability to handle confidential information with discretion.