Operations Team Lead

TLScontact; London; On-site; GBP 31,000 - 40,000; Full time

Job summary

An established industry player is seeking an Operations Team Leader to ensure the smooth functioning of daily operations. This role involves supporting customer service agents, managing escalations, and monitoring queues. The ideal candidate will possess strong leadership and problem-solving skills, thrive in a fast-paced environment, and demonstrate excellent communication abilities. Join a dynamic and multicultural environment that values operational efficiency and customer service excellence, offering opportunities for personal and professional growth.

Benefits

Benefits

Dynamic Work Environment

Leadership Development Opportunities

Qualifications

• Previous experience in an operations or team leadership role.
• Strong organizational and problem-solving skills.

Responsibilities

• Act as the primary point of contact for customer service agents.
• Monitor the queuing system and optimize operations.
• Handle escalated applicant cases for timely resolution.

Skills

Leadership Skills

Problem-Solving Abilities

Organizational Skills

Communication Skills

Customer-Focused Approach

Education

Experience in Operations or Team Leadership

Tools

Microsoft Office (Excel, Word, Outlook)

Job description

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This range is provided by TLScontact. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Operations Team Leader

Salary – £31,500 + Benefits

Location – Wandsworth, London, SW18 1UN

Working Style – Office based + Varying shifts.

Job Overview

The Operations Team Leader plays a key role in ensuring the smooth and efficient functioning of daily operations at TLScontact. This position is responsible for supporting customer service agents, handling escalations, monitoring queues, and ensuring adherence to operational procedures. The ideal candidate will have strong leadership skills, problem-solving abilities, and the ability to manage customer interactions professionally.

Key Responsibilities

• Act as the primary point of contact for customer service agents when applications require escalation due to issues or substantial difficulties.
• Monitor the queuing system throughout the day and re-organize staff as needed to optimize operations.
• Handle escalated applicant cases where necessary to ensure a smooth process and timely resolution.
• Manage special instruction cases from Embassies/Consulates and ensure they are handled as per provided guidelines.
• Oversee the refund process to ensure compliance with company policies and procedures.
• Generate end-of-day reports for clients and assist in the effective closing of operations when required.
• Escalate any issues or concerns to supervisors and the Centre Manager while providing suggestions for process improvements.
• Deputize for the Operations Supervisor in their absence, ensuring continued operational efficiency.
  
  

Required Skills & Qualifications

• Previous experience in an operations or team leadership role, preferably in a customer service or visa application environment.
• Strong organizational and problem-solving skills.
• Ability to multitask and work in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office (Excel, Word, Outlook) and other relevant systems.
• A customer-focused approach with a commitment to delivering high-quality service.
  
  

Preferred Qualifications

• Experience in visa processing or government-related services is an advantage.
• Knowledge of queuing systems and operational workflow management.
• Fluency in multiple languages is a plus.
  
  

Why Join TLScontact?

• Be part of a global organization that values excellence in customer service and operational efficiency.
• Work in a dynamic and multicultural environment.
• Opportunity to develop leadership skills and grow within the organization.
  
  

If you are a proactive and detail-oriented professional looking for a challenging yet rewarding role, we encourage you to apply for the Operations Team Leader position at TLScontact.

At TLScontact, we are proud to foster an inclusive work environment where diversity is celebrated

and valued. We are committed to equal employment opportunities and pay parity, regardless of factors like race, religion, gender, or disability.

Please note that all successful applicants will be required to undergo an enhanced level

Criminal Record disclosure.

Join us on our mission to redefine global visa and consular services – apply now and embark on a rewarding journey with TLScontact!

Please note TLScontact is unable to sponsor those without permission to work in the UK, therefore any applicant must already have permission to work in the UK.

All successful applicants will need to apply for and pass a Criminal Record disclosure -

enhanced level.

Under The Immigration, Asylum and Nationality Act 2006, you must have the right to

work in the United Kingdom to be considered for this role.

Please Find Below Our Privacy Notice For Recruits

https://www.tlscontact.com/recruit-privacy-notice/

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Outsourcing and Offshoring Consulting

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