Job description


Team Leader (0611)

The Role

Working on behalf of our clients in relation to financial services matters, to defined processes, procedures and client specific mandates and instructions you will be the primary point for supervising, managing and motivating team members on a daily basis. All interactions will be consistent with our vision of ‘leading the way by doing the right thing for customers, always’, delivering supportive and empathetic fair outcomes, translating to a positive customer experience through your teams service delivery at all times.

  • Ensuring staff are motivated to achieve their full capability on a daily basis by setting clear expectations as to what is required of the day ahead, including key SLA’s


  • Be able to demonstrate the ability to work efficiently in a fast-paced and challenging environment, demonstrating flexibility to changes in work schedule and priorities at all times


  • Set clear individual targets, in addition to team targets and provide daily updates to the team on performance. Identify any team members consistently underachieving to assess further coaching or development needs


  • Conduct monthly 121’s with all agents to assess previous month’s performance. Provide feedback to individuals in a timely manner and document accordingly


  • Conduct team meetings on regular basis to update the team with any key changes and/or communicate to the wider business, if so required.


  • Take ownership of any escalated queries and reach a stage of resolution quickly


  • To assist and drive the recruitment and selection process of new staff and deliver continued training and support


  • Manage staffing levels through holiday allowance, shift rota’s and seasonal expectations


  • Work as part of the wider operations team to support performance across the business
The Benefits

In addition to your basic salary we have a competitive benefits package including pension, critical illness cover, health cash plan, death in service, discounted legal services, 22 days holiday (this increases with length of service) plus a buy back holiday scheme, discounted online shopping, discounted gym memberships and season ticket loans.

As part of the Ascent on-boarding process all successful applicants are required to complete the group’s employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, existing employees, clients, partners and other stakeholders.

Additional Information

Ascent is part of the Irwin Mitchell group of companies and was the first specialist litigation debt recovery agency to be granted ABS status meaning that we are authorised and regulated by the Solicitors Regulation Authority as well as in June 2015 being the first major debt recovery law firm to be fully authorised in the new regulatory regime operated by the FCA.

Ascent is an equal opportunity employer.

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One St Peter's Square, Manchester, Greater Manchester, United Kingdom, M2 3AF
  • Business Area:
  • Team:
    Un-Secured Consumer
  • Working Hours:
    Full Time
  • Vacancy Type:
  • :
  • Salary:
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