Team Leader (Operations)

Marston Holdings; Inverness; Hybrid; GBP 25,000; Full time

Job summary

Marston Holdings is seeking a Call Centre Team Leader passionate about customer service to join their Operations team. The role involves managing a team of agents, ensuring they are developed effectively and meet key performance indicators. The position offers a salary of up to £24,132.96 with hybrid work arrangements, generous annual leave, and various staff benefits.

Benefits

Enhanced Maternity and Paternity Package

26 days annual leave

Health Cash Plan

Staff discounts on shopping, travel, and social activities

Qualifications

• Proven ability to manage and supervise a team.
• Experience handling difficult situations.
• Excellent planning and adaptability to change.

Responsibilities

• Lead a team of Customer Service Agents to meet SLA’s and KPI’s.
• Analyze performance through KPI monitoring and implement improvement plans.
• Conduct bi-annual performance reviews and coaching.

Skills

Team Management

Analytical Skills

Communication Skills

Organizational Skills

Time Management

Proficiency in Microsoft Office

Job description

Call Centre Team Leader

£24,132.96

Are you passionate about call centre operations and dedicated to delivering exceptional customer service? Marston Holdings Limited has an exciting opportunity for a Customer Service Team Leader to join our Operations team on a full-time, permanent basis. Elevate your career with us and be part of a team committed to excellence in every interaction!

Marston Holdings Limited is the parent company of eight brand entities, each specialising in key areas of our overarching business. We are the UK's largest judicial services company and pioneers in clean air technology, offering services that support local and central government, utilities, and private sectors through market-leading, integrated, technology-enabled solutions from design and implementation to management and recovery. The group currently has revenue of £320m, employs over 5,000 staff, and has a network of 1,000 self-employed enforcement agents. Our operations span 21 services across several trading entities, primarily in the UK.

The Position & Key Responsibilities

The Team Leader (Operations) will lead a team of Customer Service Agents, ensuring they possess the necessary skills through ongoing development. The role requires excellent communication skills to maximize team efficiency and the ability to work collaboratively to meet all SLA’s and KPI’s. You will manage, motivate, and ensure staff commitment through effective leadership.

• Identify development needs by monitoring staff performance via KPI, observation, and audits.
• Analyze productivity and quality trends, working with the quality team to implement improvement plans.
• Enhance team performance through coaching, training, and SMART objectives.
• Support team knowledge and competency development with Performance Coaches.
• Address poor performance through performance management techniques and disciplinary actions when necessary.
• Maintain effective communication via team briefings, 1-2-1 meetings, coaching, and training.
• Conduct bi-annual performance reviews, assessing progress and setting future objectives.

Person Specification

• Proven ability to manage and supervise a team.
• Strong analytical skills for KPIs and performance management.
• Experience handling difficult situations.
• Effective communication and organizational skills.
• Proficiency in Microsoft Office applications.
• Adaptability to change and new ideas.
• Excellent planning and time management skills.
• Team-oriented, with leadership qualities.
• Decisiveness under pressure to meet targets.

What’s in it for you?

• Salary up to £24,132.96
• Hybrid working arrangements
• Full-time contract: 37.5 hours/week
• Enhanced Maternity and Paternity Package (eligibility criteria apply)
• 26 days annual leave
• Health Cash Plan
• Various staff benefits, including discounts on shopping, travel, social activities, and wellbeing

If this sounds like the role for you, please apply. New starters will undergo checks through the Disclosure and Barring Service and County Court Judgment. Keep us updated if your circumstances change.

We are an equal opportunity employer, committed to creating an inclusive environment for all employees, regardless of gender, ethnicity, religion, age, sexual orientation, disability, or other protected characteristics.