Pensions Communications and Training Lead

1 month ago


Inverness Highland, United Kingdom Marston Holdings Full time €24,133

Customer Service Team Leader
£ Are you passionate about call centre operations and dedicated to delivering exceptional customer service? Marston Holdings Limited has an exciting opportunity for a Customer Service Team Leader to join our Operations team on a full-time, permanent basis. 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 £320m, 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.

The role of the Team Leader (Operations) is to lead a team of Customer Service Agents ensuring that they have the necessary competencies to effectively carry out their daily duties through continual development.
As a key part of the smooth running of the contact centre the successful candidate will need to have excellent communication skills to maximise the efficiency of the Customer Service Agents. Identify any needs for development/improvement by monitoring staff performance via KPI, observation, and auditing of work
Analyse productivity and quality trends by working in conjunction with the quality team and proactively act upon these trends by implementing individual and team-based action plans.
Improve performance and ensure the development of each team member through effective coaching, training and the setting of SMART objectives.
Develop the knowledge and competencies of the team with the support from the Performance Coaches.
Identify development areas and address any poor performance by effective performance management techniques, taking disciplinary action where appropriate.
Ensure an effective level of communication with staff through team briefings, the use of monthly1-2-1 meetings, coaching, objective setting, training, and performance management.
Carry 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.

Ability to analyse KPIs in order to manage performance
Good understanding and use of Microsoft Office Applications
Excellent planning, time management and organisational skills
Hours: 8am – 4pm Monday – Friday
• Hybrid working
• Contract: Full time, 37.26 days annual leave
• Health Cash Plan
• Staff benefits designed to suit your lifestyle, from discounts on high street and online shopping to travel, socialising 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.



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