Team Manager

Link Financial Outsourcing Limited; Caerphilly; Presencial; GBP 32.000 - 45.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

25 days leave

Birthday day off

Discretionary annual bonus

5 extra holiday days

Pension 8%

Life assurance 4x salary

EAP

Season ticket loan

Maternity/adoption pay

Modern facilities

Social events

Career development

Descripción de la vacante

Link Financial Outsourcing Limited is seeking a Team Manager to lead a customer service team in Wales. You will motivate and develop staff, ensure Consumer Duty compliance, and monitor performance to drive continuous improvement.

You’ll coordinate scheduling and resources, resolve complex queries with empathy, and collaborate with stakeholders to meet portfolio requirements. Excellent leadership and communication are essential.

Formación

• Experience leading or supervising teams in a customer service setting.
• Knowledge of Consumer Duty principles and applying them in practice.
• Strong leadership, coaching and people development abilities.
• Excellent written and verbal communication skills.
• Analytical mindset with ability to monitor performance and drive improvements.
• Familiarity with CRM systems and telephony platforms.

Responsabilidades

• Lead and develop a team to meet targets while maintaining high customer service standards.
• Ensure interactions align with Consumer Duty and provide clear information for informed decisions.
• Coach, monitor performance, and deliver training for continuous improvement.
• Manage scheduling, workload, and resources to meet requirements.
• Resolve complex queries and escalations with empathy and professionalism.
• Maintain records of performance, interactions, and metrics.
• Collaborate with internal stakeholders and clients to meet portfolio standards.

Conocimientos

Team management

Leadership

Customer service

Communication

Data analytics

Consumer Duty

CRM systems

Telephony platforms

Business software

Educación

Management qualification

Customer service certification

Herramientas

CRM systems

Telephony platforms

Office software

Descripción del empleo

What you’ll do

The Team Manager will be involved in the following activities:

• Lead, motivate, and develop a team to achieve operational targets while maintaining a high standard of customer service.
• Ensure all customer interactions are handled in line with Consumer Duty principles, delivering clear and accurate information to support informed customer decisions.
• Monitor team performance, providing coaching and feedback to promote continuous improvement and professional development.
• Identify learning needs and implement training initiatives to enhance team skills and knowledge.
• Manage workforce scheduling, workload allocation, and resource planning to meet operational requirements.
• Resolve complex customer queries or escalations, demonstrating empathy and professionalism.
• Maintain accurate records of team performance, customer interactions, and operational metrics.
• Collaborate with internal stakeholders and clients to ensure alignment with portfolio requirements and service standards.
• Promote a culture of active listening, learning, and accountability within the team.

What you’ll bring

• Proven experience in managing or supervising teams in a customer service or telephony environment.
• Strong understanding of Consumer Duty principles and the ability to apply them in a practical setting.
• Excellent leadership, coaching, and people development skills, with a track record of motivating teams to deliver consistent results.
• Exceptional communication skills, both written and verbal, with the ability to convey complex information clearly and empathetically.
• Analytical mindset with the ability to monitor performance, interpret data, and implement improvement initiatives.
• Proficiency in CRM systems, telephony platforms, and standard business software.
• Relevant educational qualifications or professional certifications in management, customer service, or related fields (desirable).
• Ability to handle pressure, adapt to change, and manage multiple priorities effectively.

What we offer

We believe in rewarding our people and creating a workplace where you can thrive. When you join us, you’ll benefit from:

• 25 days’ annual leave (pro rata for part-time employees), plus bank holidays
• An extra day off to celebrate your birthday
• A discretionary annual performance bonus
• The option to purchase up to 5 additional days of holiday
• A competitive pension scheme with 8% total contributions
• Life assurance at 4x your annual salary
• Access to our Employee Assistance Programme for confidential support and advice
• Season ticket travel loans to support your commute
• Enhanced maternity and adoption pay
• A friendly, relaxed working environment with modern facilities
• A vibrant culture with regular social events, charity fundraising, and employee recognition schemes
• Ongoing learning and development opportunities to support your career growth

Why Join Us:

• Lead a team making a real difference to customers.
• Work in a supportive, development-focused environment.
• Opportunity to grow your leadership skills in a dynamic organisation.