Team Leader (Back office)

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

Job summary

An established industry player is seeking a dynamic leader to manage a team of Customer Service Agents in a vibrant office environment. This role involves coaching and developing your team to meet and exceed targets while fostering a positive culture. The ideal candidate will have proven people management skills, a passion for teamwork, and the ability to thrive in a fast-paced setting. Join a forward-thinking company that values engagement and inclusivity, and make a significant impact on customer satisfaction and team performance.

Qualifications

• Proven people management skills to lead and motivate a team.
• Experience in managing workflows to meet KPIs and quality standards.

Responsibilities

• Lead, coach, and mentor a team of Customer Service Agents.
• Create a customer-centric culture focused on high satisfaction levels.

Skills

People Management

Coaching

Problem-Solving

Communication

Customer Service Focus

Time Management

Interpersonal Skills

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. Managing a team of Customer Service Specialists by ensuring a positive, productive, and engaging team culture through your ability to lead, inspire, motivate, coach, and manage your people to deliver exceptional quality levels while meeting operational and business targets.
2. Creating a customer-centric culture, ensuring all team activities focus on effective delivery to the end customer and high customer satisfaction levels.
3. Coaching and supporting team members through regular 1:1s and reviews to help them realize their potential and achieve their performance, quality, and customer outcomes consistently.
4. Maintaining 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. Becoming a knowledge expert regarding the client’s products and services; full training will be provided.
6. Proactively participating in and driving engagement initiatives within the wider TP team.
7. Creating 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 and act as a role model, driving performance at both group and individual levels.
2. Experience managing multiple workflows to targeted KPIs and quality standards.
3. Confidence in managing various people processes such as absence management, 121s, performance management, and other employment tasks.
4. A 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 the ability to multitask conflicting priorities through good time management, decision-making, and organization skills.
6. Customer service focus and 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.