Team Leader

iCIMS; Kettering; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading operations management company in Kettering is seeking a Team Leader to oversee the daily operations of a dedicated team. The ideal candidate will possess strong leadership skills to motivate staff and ensure targets are met. Responsibilities include managing performance, coaching team members, and contributing to recruitment processes. Join a supportive company focused on delivering exceptional service and fostering a collaborative team environment.

Qualifications

• Strong leadership skills to motivate and engage team members.
• Experience in managing and improving performance metrics.
• Ability to provide timely feedback and coaching.

Responsibilities

• Ensure service levels are met and optimize productivity.
• Conduct regular performance monitoring and feedback.
• Support recruitment and onboarding processes.

Skills

Leadership

Performance Management

Coaching

Time Management

Stakeholder Management

Job description

Overview

Responsible for the successful day to day running of a Team of Central Operations colleagues through strong leadership, motivating, engaging, and coaching staff to deliver against daily, weekly, and monthly call/booking targets.

Responsibilities

• Ensuring service levels are delivered and optimum productivity is achieved through effective time management
• Using Management Information (MI) to drive performance improvements and increase productivity and quality
• Conducting regular call/case monitoring side-by-side call listening to ensure quality set standards are met, processes are followed, and customer experience is in line with our company values
• Delivering feedback and providing coaching to drive excellence and ensure colleagues meet the required quality standards and productivity targets, putting support in place in a timely manner when required
• Providing feedback and working collaboratively with stakeholders at all levels on matters aligned to improving quality and performance
• Managing absence, conducting probation reviews, appraisals, initiating performance improvement plans (PIP's), conducting disciplinaries
• Embedding training and process change within the team, ensuring consistency and accuracy
• Resolving issues at the first point of contact and encouraging the team to do so within individual limits
• Liaising with the Operations Manager(s) to highlight conflicts of interest and raise concerns relating to the role
• Contributing to a supportive team culture, working collaboratively with other areas of the business to share best practice and learnings
• Supporting unexpected business continuity incidents and team response situations to ensure the impact on customers and clients is mitigated and assisting a successful recovery
• Ensuring all team written and verbal communication is professional, in line with company values
• Managing stakeholder relationships driving customer service excellence
• Performing any other reasonable task as directed by Operations Manager(s)/Operations Director(s)

Recruitment and Onboarding

• Liaising with internal recruitment colleagues and external agencies to fill vacancies and maintain budgeted team headcount
• Conducting interviews following agreed protocols
• Providing feedback to agencies on candidates interviewed
• Liaise with HR to ensure company onboarding processes are completed within agreed timescales
• Engaging with new employees ahead of day one to ensure appropriate support is provided

Audit and Compliance

• Adhering to quality management guidelines as directed, and in line with ISO 9001 frameworks
• Ensuring that all mandatory compliance modules are completed for self and team members within the set timescales
• Identifying risks and implementing action plans to mitigate compliance failures
• Ensuring all company policies and security processes are adhered to

Resource and Capacity Management

• Ensuring sufficient resourcing and capacity is scheduled to ensure all calls/cases are handled within agreed SLA's and providing exceptional customer service
• Delivering agreed client service levels through efficient and effective teamwork

Trading since 1989, e.surv Chartered Surveyors is the UK's number one residential surveyor and the largest provider of property risk expertise and residential surveying services.