Team Leader

7 months ago


Preston, United Kingdom Swift Temps Full time

**Overview**
- **Salary: £24k rising to £26k**:

- **Working hours: Monday - Friday (37.5 hours a week) between the hours of 11.30AM - 10.30PM. Flexible with these shifts as long as 10.30PM is the finish time once a week.**:

- **We also offer a 4 day working week of 12.00PM - 10.30PM**:

- **Start Date - Monday 25th September**

Maximise productivity, improve and drive performance as well as customer resolution through the coaching, development, management, motivation and leadership of a team of Representatives working for the client ensuring maximum productivity and quality of action to deliver total customer experience, performance, and service requirements.

Principal Responsibilities
- Monitor and coach performance of individuals and take appropriate action to ensure targets, productivity goals and client and company work standards are met according to applicable processes and contractual requirements
- Manage a team of Representatives through the effective implementation of agreed processes and performance management, lead and motivate the team to deliver customer focused results as stipulated by Europe and the client - Motivate staff to ensure maximum commitment and output
- Maximise operational efficiencies ensuring actual meets planned resource (e.g., staffing levels).
- Carry out quality and performance reviews for all team executives in accordance with company guidelines and timeframes
- Primary day-to-day contact with clients on an operational level - Responsible for all teams in absence of other Operations Team Managers
- Responsible for day-to-day disciplinary actions up to and including written warnings (i.e., stage 2).
- Daily resource allocation and team meetings
- Production of client reporting requirements in conjunction with Operations Manager
- Responsible for respective department’s overall performance and for motivating team to exceed department goals and objectives
- Responsible for following up on escalations as per appropriate processes and implementing remediation actions when required
- Knowledge, understanding, and compliance with Client policies and procedures
- Accountable for all decisions, actions, and directives with respect to job responsibilities
- Make recommendations to implement improved processes
- Perform other duties as assigned by management

Skills, Experience & Attributes
- 2 years experience required in team leader/junior management role
- Experience in personnel management coaching techniques
- Intermediate level computer skills including Microsoft Office products
- Excellent product knowledge
- Excellent interpersonal, written, and oral communication skills
- Ability to maintain the highest level of confidentiality
- Consistently demonstrates and performs to role

Scope
- Supervisory/ Management Responsibility: Manages a team of Account Representatives
- Reports to the Operations Manager
- Relationships: o Internal - All departments o External - Clients

Work Environment
- Office environment

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Employer reserves the right to modify this job description, including by adding, removing, and altering job duties.

**Job Types**: Full-time, Permanent

**Benefits**:

- Employee discount
- Employee stock purchase plan
- Life insurance

Schedule:

- Monday to Friday
- No weekends

Supplemental pay types:

- Bonus scheme
- Commission pay
- Performance bonus
- Tips
- Yearly bonus

Ability to commute/relocate:

- Preston, PR1: reliably commute or plan to relocate before starting work (required)

**Experience**:

- team leader: 1 year (preferred)
- Customer Service: 1 year (preferred)

Work Location: In person


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