Team Leader (Back office)

JR United Kingdom; North East; Remote; GBP 30,000 - 45,000; Full time

Job summary

A leading company is seeking a Team Leader to manage a team of Customer Service Agents. The role involves developing a customer-centric culture, coaching team members to achieve targets, and maintaining effective people management processes. The ideal candidate will possess strong management skills and excel in a high-volume environment.

Qualifications

• Proven people management skills to lead and motivate a team.
• Experience in high-volume, fast-paced environments.
• Strong communication and interpersonal skills.

Responsibilities

• Lead and manage a team of Customer Service Specialists.
• Foster a positive and engaging team culture.
• Ensure team activities focus on high customer satisfaction.

Skills

People management

Problem-solving

Communication

Time management

Customer service orientation

Job description

Job Title: Team Leader

Department: TBC

Management Responsibility: Yes

Travel Required: N/A

Reports to: ACCM

Location: Work at Home

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 to meet qualitative and quantitative targets while ensuring full compliance with all business and client rules and procedures. The successful candidate will be results-oriented with exceptional problem-solving skills.

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

Role overview

• Manage a team of Customer Service Specialists by fostering a positive, productive, and engaging team culture, leading, inspiring, motivating, coaching, and managing your team to deliver exceptional quality and meet operational targets.
• Develop a customer-centric culture, ensuring all team activities focus on effective delivery to the end customer and high customer satisfaction.
• Coach and support team members through regular 1:1s and reviews to help them realize their potential and achieve performance, quality, and customer outcomes.
• Maintain effective control over people management processes, including absence management, 121s, disciplinary, capability & grievance procedures, employee relations, and performance management, in line with policies.
• Become knowledgeable about the client’s products and services; full training provided.
• Participate in and promote engagement initiatives within the wider TP team.
• Create an engaging, inclusive, positive, and fun work environment for your team.

The Ideal Candidate

• Proven people management skills with the ability to lead, motivate, and act as a role model, driving performance at both group and individual levels.
• Experience managing multiple workflows to targeted KPIs and quality standards.
• Confidence in managing various employment processes such as absence management, 121s, performance reviews, and other HR tasks.
• Passion for teamwork, with strong communication and interpersonal skills to motivate your team.
• 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.
• Customer service orientation and ability to manage stakeholder relationships.
• Ability to consider risk implications in decision-making, understanding business activities, opportunities, and threats.
• Excellent written and verbal communication skills with attention to detail, spelling, and accuracy.