Team Leader

6 months ago

Glasgow, United Kingdom Bill Gosling Outsourcing Full time

Bill Gosling Outsourcing is committed to the career development of our people. If you are interested in joining a company with modern facilities and a team environment, click on the “Apply” button to get started

Bill Gosling Outsourcing is committed to the career development of our people. If you are interested in joining a company with modern facilities and a team environment, click on the “Apply” button to get started

We are hiring a Team Leader to join our Glasgow office, in partnership with Nationwide

As the Team Leader, Operations you will lead and motivate a team to optimum performance levels to achieve targets contributing to the company’s objectives. You provide clear and concise direction, support and guidance to the team through effective coaching, leadership and setting SMART objectives.

Working with a close knit team of professional agents for our Nationwide Campaign.

WHAT YOUR TEAM WILL DO
- Handling a range of both outbound and inbound calls, you’ll play a central role when it comes to supporting Nationwide’s members with their general banking queries.
- Engaging with members on their day to day banking needs, while ensuring attention to detail through multiple internal systems.

WHAT WILL YOU DO
- Confidently and effectively deliver coaching and constructive feedback to employees to increase engagement and improve performance, including, as required, corrective action through disciplinary processes
- Involvement and collaboration on new strategies and/or process improvements to better the team’s performance
- Daily, weekly and monthly reports provided at both internal and external client levels
- Flexible team player in respect to scheduling and willing to invest additional time in to the team when necessary; including coverage when required and support in team hours tracking/progression throughout each month
- Assist team members to ensure service level agreements are adhered to and performance metrics met, including, but not limited to: taking escalated Supervisor calls, evaluating call recordings and QA call review, if applicable based on client requirements
- Creating and/or facilitating team huddles, presentations and team contest to engage our team and/or clients
- Ensure all employees are in line with Regulatory Compliance, Quality and CBT requirements
- Assist and participate in the recruiting, training and onboarding of employees, when required
- Champion company core values and other company programs to engage and motivate our employees
- Other duties as assigned
- Operational Hours - Monday to Sunday 8am-8pm. 1 Weekend in three

ABOUT YOU
- Previous experience in a call center environment or related customer service role
- Previous experience in a leadership or managerial role would be an asset
- Previous experience in the finance services industry would be desirable but is not essential.
- You demonstrate teamwork, open communication and the ability to give and receive constructive feedback
- You are never satisfied and demonstrate a winning attitude striving for success and productivity
- You are fun and energetic and are engaged at all levels

WHY WORK WITH US
- We offer a competitive salary for your work experience.
- Salary Ranging from £25,000 - £27,500 per annum
- Great Office Location - 5 to 10-minute walk from Central Station
- Flexible Hybrid Working - Great worklife balance
- Increasing holiday entitlement (28 to 33 days/year)
- “Birthday” paid time off (After Probation)
- Opportunities for career progression through leadership development programmes - The majority of our Production Leadership team started as an agent
- FREE Employee Assistance Programme and Wellbeing Platform - confidential counselling and well-being support service available to all employees, their partner/spouse and dependent children over 16 still living at home and hours of well-being content related to sleep, mental health, fitness, and nutrition among other topics
- Be part of our Engagement Committee - Ongoing support of local charities
- Employee referral programme - Refer a friend/family and earn extra money

WHERE ARE WE

389 Argyle St,

Glasgow G2 8LR,

United Kingdom

We have offices across the Globe - Canada (Barrie, Ontario; London, Ontario; Montreal, Quebec); USA (Hampton, Virginia); Manila, Philippines; San Jose, Costa Rica; Glasgow, UK; Trinidad & Tobago; India

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Work Location: Hybrid remote in Glasgow, G2 8LR

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