Hybrid Team Lead – Advice Services & Performance

Auriga Services Limited; Birmingham; Hybrid; GBP 32,000 - 40,000; Full time

Job summary

Auriga Services Limited in Birmingham is seeking an Assist Team Manager to deliver end-to-end operational advice services. You will line-manage the Assist team, supervise performance, and coordinate training, with hybrid office attendance at least one day weekly.

The role reports to the Head of Advice Services and involves driving SLA/KPI performance, stakeholder reporting, and continuous process improvements to enhance customer outcomes.

Qualifications

• At least two years’ experience of managing people.
• Experience of delivering outstanding customer service and process improvement.
• Demonstrable experience of managing teams remotely, using technology to support.
• Ability to demonstrate leadership skills and motivate your team to reach their potential.
• Excellent communication skills both verbal and written.
• Ability to manage workload and plan team tasks.
• Experience of managing contract performance to meet SLAs and KPIs.
• Knowledge of welfare rights and debt advice practices.

Responsibilities

• Management: line manage a team of direct reports, set objectives aligned to corporate strategy, conduct performance reviews, address HR issues, provide coaching and supervision.
• Performance monitoring: drive individual and team performance through training, coaching and improvement plans.
• Resource Planning: optimise resources, forecast required FTE and assign tasks to meet contractual requirements.
• Culture: create a positive and engaging work environment that motivates team members.
• Contract Management: deliver and onboard advisory contracts, ensure SLA’s and KPI’s are achieved, report performance.
• Process Improvement: identify and implement continuous improvements to processes to enhance customer journey.

Job description

Auriga Services Limited in Birmingham is seeking an Assist Team Manager to deliver end-to-end operational advice services. You will line-manage the Assist team, supervise performance, and coordinate training, with hybrid office attendance at least one day weekly.

The role reports to the Head of Advice Services and involves driving SLA/KPI performance, stakeholder reporting, and continuous process improvements to enhance customer outcomes.