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Customer Service Team Leader

4 months ago

Inverness Highland, United Kingdom Marston Holdings Full time

Customer Service Team Leader Inverness

Marston Holdings Limited 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.
The group currently has revenue of £326m, employs over 5,000 staff and has a network of 1,000 self-employed enforcement agents. The business operates 21 services across several trading entities, primarily in the UK.

We are looking for a Call Centre Team Leader to join our Customer Service team based in our Inverness office, who can inspire commitment, drive performance, and foster continuous improvement.

Monitor and analyse staff performance using KPIs, observation, and audits.
Collaborate with the quality team to analyse trends and implement action plans.
Enhance team performance with targeted coaching, training, and SMART objectives.
Identify and address development needs and poor performance using performance management techniques.
Maintain effective communication through team briefings, 1-2-1 meetings, and performance reviews.

Strong team management and supervision skills.
Proficiency in KPI analysis and performance management.
Effective communication, planning, and organizational skills.
Proficient in Microsoft Office Applications.
Permanent, full-time position (37.26 days annual leave plus bank holidays
~ Health Cash Plan.
~ Staff benefits, including discounts on high street and online shopping, travel, socializing, and wellbeing.


New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. 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.