• To provide strong team leadership to deliver and maintain sales and efficiency targets in accordance with the Balance Score Card Measures’.• To oversee the development and progression of individuals through guidance and coaching.• Adhere to policies and procedures (including FCA, BCOBS, TCF and regulatory compliance scripting under the Training and Competence Scheme).• Produce accurate, timely MI for Department Manager, identifying key development areas.• Manage customer complaints, the correct monitoring of the complaint and provide detailed feedback for first touch resolution.• Manage implementation of service and process changes, ensuring the customer is centric. • Supporting the department as champion for NPS with a focus on achieving customer excellence and customer centric processes. • As the site rep for the apprenticeship programme I am responsible for recruiting new colleagues on the programme and monitoring their performance and updating their line managers as required.