Team Leader - Customer Service Operations

TDS; Glasgow; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A tenancy deposit schemes provider based in Glasgow is seeking a Team Leader for their Operations team. This full-time, permanent position offers hybrid working with at least two days in the office. Key responsibilities include managing a team of Customer Service Assistants, conducting performance reviews, and implementing process improvements. The ideal candidate should demonstrate a commitment to customer service and possess proven management experience. The role comes with extensive benefits, including 33 days holiday and BUPA healthcare.

Benefits

33 days holiday

BUPA Private healthcare

Pension Scheme

Additional day off for your birthday

Qualifications

• Strong commitment to excellent customer service.
• Experience in handling employee relations and people management.
• Ability to manage multiple tasks and prioritize workloads.
• Proven management experience.

Responsibilities

• Manage and lead a team of Customer Service Assistants.
• Motivate and engage the team to enhance performance.
• Conduct quarterly performance reviews.
• Implement process improvements for efficiency.
• Train new team members and maintain training programmes.
• Report statistics for the department.
• Address customer inquiries and complaints.

Skills

Excellent customer service

Employee relations management

Multitasking

Written and verbal communication

Tools

Word

Excel

Outlook

Job description

We are TDS. We were established in 2003 to operate tenancy deposit schemes across the UK and to provide dispute resolution services in relation to tenancy deposits. We now operate tenancy deposit schemes in England and Wales, Scotland, and Northern Ireland from our head office in Hemel Hempstead and our other offices in Glasgow and Belfast. In 2022 we also launched the New Homes Ombudsman Service. We are collaborative and forward‑thinking with our colleagues and customers at the heart of everything we do. With our proven success, it is necessary to expand our team to ensure the services we offer continue to make a difference.

We have a new opportunity within our Operations team to join them as a Team Leader.

This is a full‑time, permanent position, that will be based at our TDS office in Glasgow. This position will follow our hybrid working policy of a minimum of 2 days a week in the office.

The department is operational from 8am to 10pm Monday - Sunday, and you will be expected to work 35 hours on a rota, working 5 days over 7. We also offer enhanced pay for evening and weekend shifts.

Key responsibilities include:

• Managing and leading a team of CSAs.
• Motivating, incentivising and engaging your team and the wider operation.
• Managing performance and absence levels of your CSAs.
• Conduct quarterly performance reviews, identifying areas for improvement based on insights gathered from monthly productivity and quality assurance assessments.
• Improve overall department efficiency and quality by identifying and implementing opportunities for process improvement.
• Recruit and train new team members, collaborating with the Team Trainer and other Team Leads to maintain and enhance training programmes.
• Reporting on daily, weekly and monthly statistics for the department.
• Address customer inquiries and complaints effectively while developing programs and procedures designed to enhance productivity and performance.

Requirements:

• Be able to demonstrate a strong commitment to excellent customer service.
• Have experience in handling employee relations and people management issues.
• Be able to manage multiple tasks simultaneously and prioritise a demanding workload.
• Demonstrate excellent written and verbal communication skills, along with proficiency in using applications such as Word, Excel and Outlook.
• Deliver 1 on 1 training and development.
• Have proven management experience.

Benefits include:

• 33 days holiday including bank holidays
• BUPA Private healthcare
• BUPA Wellbeing cash plan
• Pension Scheme
• Additional day off for your birthday
• Plus many more!

To apply, please submit your CV and a covering letter outlining how your skills and experience match the person specification.

TDS is committed to equality, diversity and inclusion in our workforce and to be truly representative of all sections of society and our customers.