Customer Service Team Leader

Customer Service Team Leader

Inverness

GBP24,132.90

Marston Holdings have grown organically and through acquisition to provide a multitude of end-to-end services that support the implementation of public policy. In the main, we support the government, utilities, and private sectors through the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery.

We have a new and exciting opportunity to join our vibrant Contact Centre team in the position of Team Leader. Reporting into the Operations Manager, you will be responsible for the management of staff, optimising performance of the team and ensuring the continuous development of your team members.

What you will be doing:

• Managing, motivating and ensuring commitment of staff through effective leadership
• Identifying any needs for development/improvement by monitoring staff performance via KPI, observation, and auditing of work
• Analysing productivity and quality trends by working in conjunction with the quality team and proactively acting upon these trends
• Improving performance and ensure the development of each team member through effective coaching, training and the setting of SMART objectives
• Ensuring an effective level of communication with staff through team briefings, the use of monthly1-2-1 meetings, coaching, objective setting, training, and performance management.
• Effectively communicating and sharing ideas with fellow Team Leaders, make effective collective decisions.
• Carrying out 6 monthly performance reviews with your team on a one-to-one basis as part of the performance management cycle, reviewing progress on existing objectives and setting new objectives for the next period.
• Dealing with any health and safety issues relating to team members, for example, any risk assessments, vision problems, general issues relating to the office environment etc.
• Carrying out the duties of the post with due regard to Marston's equal opportunities and diversity policy.

What we are looking for:

• Ability to manage and supervise a team of colleagues
• Ability to analyse KPIs in order to manage performance
• Experience of handling difficult situations whilst interacting with others (members of public, customers, colleagues)
• Effective communication and organisational skills
• Good understanding and use of Microsoft Office Applications
• Maintain a motivational and proactive approach at all times
• Adaptable to change and new ideas
• Flexible to meet business requirements
• Excellent planning, time management and organisational skills
• Team player, both as a member and a leader
• Ability to remain focused and decisive when working to specified targets in a pressured environment

What's in it for you?

• 26 days' annual leave
• Staff benefits designed to suit your lifestyle - from discounts on retail shopping, travel and socialising to health & wellbeing
• Enhanced Maternity & Paternity package subject to eligibility criteria
• Pension Scheme

If this sounds like the job for you, please apply

New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change.

Marston Holdings Limited (MHL) is a parent company formed of eight brand entities that each specialise in key areas of our overarching business. In a nutshell, 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 the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery.

We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees.