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Customer Service Team Leader

4 months ago

Inverness, 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.


Are you a dynamic leader with a passion for motivating and developing high-performing teams?


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.


The Role & Key Responsibilities:


  • Lead, motivate, and ensure the commitment of staff through effective leadership.
  • 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.


Person Specification


  • Strong team management and supervision skills.
  • Proficiency in KPI analysis and performance management.
  • Experience in handling and resolving challenging situations.
  • Effective communication, planning, and organizational skills.
  • Proficient in Microsoft Office Applications.
  • Adaptable, focused, and decisive under pressure.
  • A team player who excels both as a member and a leader.


What’s in it for You?


  • Permanent, full-time position (37.5 hours/week).
  • 26 days annual leave plus bank holidays
  • Enhanced Maternity and Paternity Package (subject to eligibility).
  • Health Cash Plan.
  • Staff benefits, including discounts on high street and online shopping, travel, socializing, and wellbeing.


Ready to take the lead? Apply now and make a difference in our dynamic team


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.


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.