Team Leader (Back office)

JR United Kingdom; Johnstone; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dynamic leader to inspire and manage a team of Customer Service Agents. In this role, you'll coach and mentor your team to achieve exceptional performance while fostering a positive and engaging work environment. Your expertise in people management and commitment to customer satisfaction will be essential as you navigate a fast-paced setting. Join a forward-thinking company dedicated to developing talent and enhancing customer experiences, where your contributions will make a significant impact.

Qualifications

• Proven people management skills with the ability to lead and motivate a team.
• Experience managing multiple workflows to targeted KPIs and quality standards.

Responsibilities

• Lead, coach, and develop a team of Customer Service Agents.
• Create a customer-centric culture ensuring high satisfaction levels.
• Maintain effective control of all people management processes.

Skills

People Management

Coaching

Problem-Solving

Communication Skills

Time Management

Customer Service

Interpersonal Skills

Decision-Making

Job description

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Management Responsibility for: 18 Specialist

Travel Required: N/A

Reports to: ACCM

Location: Glasgow Cuprum (Office Based)

Contract Type: Permanent

Grade: TL (Grade TBC)

The Role:

You will be responsible for leading, coaching, developing, and mentoring a team of Customer Service Agents, enabling them to succeed against qualitative and quantitative targets, whilst ensuring full compliance with all business and client rules and procedures. The successful candidate will be naturally results-oriented with exceptional problem-solving skills.

You will be expected to create a focused environment with a motivational culture to enable your team to develop and maximize their full potential.

Role overview:

1. Manage a team of Customer Service Specialists by fostering a positive, productive, and engaging team culture, through your ability to lead, inspire, motivate, coach, and manage your team to deliver exceptional quality levels while meeting operational and business targets.
2. Create a customer-centric culture, ensuring all team activities focus on effective delivery to the end customer and high customer satisfaction levels.
3. Coach and support team members through regular 1:1s and reviews to help them realize their potential and consistently achieve performance, quality, and customer outcomes.
4. Maintain effective control of all people management processes, including absence management, 121s, disciplinary, capability & grievance procedures, employee relations, performance management, and other employment-related issues, in line with policy frameworks.
5. Become a knowledge expert regarding the client’s products and services; full training will be provided.
6. Proactively participate in and drive engagement initiatives within the wider TP team.
7. Create a highly engaging, inclusive, positive, and fun work environment for your team.

The Ideal Candidate:

1. Proven people management skills with the ability to lead and motivate a team, acting as a role model and driving performance at both group and individual levels.
2. Experience managing multiple workflows to targeted KPIs and quality standards.
3. Confidence in people management processes such as absence management, 121s, performance management, and other employment-related tasks.
4. Passion for teamwork, with strong communication and interpersonal skills to engage and motivate your team.
5. Experience working in a high-volume, fast-paced environment, with proven multi-tasking abilities and good time management, decision-making, and organizational skills.
6. Customer service focus with the ability to manage stakeholder relationships.
7. Ability to consider risk implications in decision-making, understanding business activities, opportunities, and threats.
8. Excellent written and verbal communication skills, with attention to detail, spelling, and accuracy.