Team Leader (Back office)

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

Job summary

An established industry player seeks a dynamic leader to manage a team of Customer Service Specialists. This role focuses on creating a customer-centric culture, fostering a motivational environment, and achieving operational excellence. The ideal candidate will possess exceptional people management skills and a passion for teamwork, ensuring that all team members reach their full potential while maintaining high-quality service standards. If you thrive in a fast-paced environment and are committed to driving performance, this opportunity is perfect for you.

Qualifications

• Proven ability to lead and motivate a team effectively.
• Experience managing multiple workflows to meet KPIs.

Responsibilities

• Lead, coach, and develop a team of Customer Service Agents.
• Ensure high levels of customer satisfaction through effective delivery.

Skills

People Management

Coaching

Problem Solving

Communication Skills

Time Management

Customer Service Focus

Job description

Social network you want to login/join with:

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 levels of quality whilst meeting all relevant operational and business targets.
2. Creating a customer-centric culture, ensuring all team activities are focused on effective delivery to the end customer and high levels of customer satisfaction.
3. Coaching and supporting team members through regular 1:1s and reviews to encourage them to realize their potential and to own and achieve their performance, quality, and customer outcomes consistently.
4. Maintaining effective control of all aspects of people management processes, including absence management, 121s, disciplinary, capability & grievance procedures, employee relations, performance management, and all other employment-related issues, ensuring they are managed in line with policy frameworks.
5. Becoming a knowledge expert in terms of 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. Demonstrable experience managing multiple workflows to targeted KPIs and quality standards.
3. Confidence in various people management processes, such as absence management, 121s, performance management, and other employment-related 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 proven ability to multitask conflicting priorities through good time management, decision-making, and organizational 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.