Team Manager

Ant Marketing; Sheffield; On-site; GBP 23,000 - 32,000; Full time

Job summary

Ant Marketing is seeking a Team Manager to lead the Middle Floor team at the Church Street Office. You’ll motivate staff, liaise with clients, and ensure the team performs to meet targets. This is a hands-on leadership role that requires strong communication and coaching to drive results.

You will report to the Operations Manager, handle performance management, and contribute to training and development. The role is office based with flexible hours and 40 hours per week, including weekends when

Qualifications

• Hard-working and self-motivated with dedication.
• Excellent verbal and written communication abilities.
• Strong IT skills to support staff on multiple systems.
• Excellent spelling and grammar.
• Analytical mindset with attention to detail.
• Ability to motivate a team to achieve KPIs.

Responsibilities

• Motivate the team by delivering daily briefs and encouragement.
• Report to the Operations Manager and provide feedback.
• Manage client expectations and report daily updates.
• Conduct performance management of agents (coaching, feedback, GROW plans).
• Handle conduct through ROIs? & Disciplinary Meetings. (Manage staff conduct)
• Complete Return-To-Work Interviews and manage staff absence.
• Provide ongoing training and coaching for the team.
• Handle ad-hoc duties as required.
• Resolve customer escalations through manager callbacks.
• Provide guidance to agents handling complex or escalated tickets.

Skills

Hard working

Communication skills

IT skills

Spelling & grammar

Analytical skills

Team motivation

KPI management

Job description

Team Manager
Due to expansion, we are looking to grow our successful management team on the Middle Floor. This is a great opportunity to join us as a Team Manager working at our Church Street Office You will be supporting the team and working closely with our clients to ensure that their needs are met, and the team is motivated to perform at their best.
THE ROLE

• Motivate the Team by delivering daily briefs and giving encouragement
• Reporting and providing feedback to the Operations Manager
• Managing Client expectations and reporting to them on a daily basis
• Performance Management of Agents (coaching, feedback, GROW Plans)
• Managing agents conduct through ROD’s & Disciplinary Meetings
• Completing Return-To-Work Interviews and managing staff absence
• Providing on-going training & coaching for the team
• Other reasonable ad-hoc duties
• Resolving customer escalations through manager call backs
• Agent Support: Provide guidance and assistance to agents handling complex or escalated tickets, ensuring they have the necessary information and tools to resolve customer issues

ESSENTIAL SKILLS

• You must be hard working, self-motivated and dedicated
• You must be able to demonstrate excellent communication skills (verbal and written)
• You must have great IT skills as within this role you will be supporting staff using multiple systems.
• Excellent spelling and grammar
• Have great analytical skills and attention to detail
• Have the ability to motivate a Team to achieve all relevant KPI’s

HOURS / CONTRACT

• Full-time 40 hours a week,
• You would be required to be fully flexible betweenMonday - Sunday 8am-8pm - (40 hours per week)

However, you must be prepared to provide24/7 flexibilityshould major incidents such as severe weather, natural disasters or widespread power outages require additional support.

• This is an office based role, so you must be based within a reasonable commuting distance (45 minutes travel time) of our Church Street Office.
• Contract – Secondment Position

PAY

• This role starts at £13.22 per hour plus pay progression