Team Leader

6 months ago

Cheltenham, United Kingdom HR Star Full time

**Team Leader**

**Purpose of Role**:
The Team Leader is responsible for the day-to-day delivery of our services, assigning the daily workload and providing regular support and guidance to the team. In addition, they manage a small team of colleagues in the Individual Services Group, providing mentoring and regular, constructive feedback via regular catch-ups and more formal reviews.

The area/team of specialisation may differ according to the Team Leader’s skills, experience and group needs, across the Evaluations Team, Sectoral Team, and/or the Enquiry Services Centre (ESC).

Key responsibilities:
**People management**
- Managing a small team of people, fostering professional development
- Sets clear and measurable objectives for their team, stretching individual performance
- Proactive performance management to their team - including 1:1’s, performance appraisals, training and coaching; and ensuring the team is up-skilled/cross-skilled to support the wider team
- Works in collaboration with other Team Leaders and Managers to ensure consistency in approaches to line management
- Makes decisions in line with company policy and priorities
- Completing all administrative tasks associated with line management, such as processing leave requests and return to work interviews, etc.
- Makes decisions in line with company policy and priorities
- Leads by example, shows personal enthusiasm and support for and understanding of organisational objectives and goals - acting as an effective role model for the team

**Workload management and enquiry handling**
- Regularly carrying out the assigning of daily workload to the wider team, ensuring SLAs are maintained
- Proactively reviewing the team’s workload and resource capacity on a regular basis, flagging any concerns to Managers and Heads of Group
- Effectively motivating the team at both an individual and group level
- Seeking to find efficiencies and improvements in the way we work, presenting their ideas and solutions to Managers
- Effectively dealing with daily issues or complex situations which may occur, such as IT issues or unexpected resource gaps in the team

**Quality assurance and training**
- Supporting the Quality Manager with the delivery of our quality assurance processes (e.g. spot-checking, call assessments)
- Delivering training according to individual and group needs
- Responsible for the coordination, and where possible delivery, of new starter training.

**Skills required**:

- Strong time management and organisational skills, with the ability to effectively manage their own and the team’s workload, to meet deadlines and manage changing priorities
- Ability to collaborate and add valuable input to ISG management discussions and initiatives
- Excellent interpersonal, verbal and written communication skills
- Ability to motivate at an individual and team level, and adapt their management and training styles accordingly
- Strong analytical and decision-making skills
- Ability to effectively identify and handle complex performance and behavioural issues
- Excellent attention to detail
- Highly IT literate, particularly in Word, Outlook, Excel, and creating reporting

**Person specification**:

- Solutions-oriented, deals with challenges head on, seeing them through to resolution
- Ability to work autonomously, with demonstratable confidence with having tricky conversations and managing people
- Strives for continuous improvement, using feedback as a positive tool for change
- Driven by, demonstrates and proactively promotes our company values, actively demonstrates attitudes and behaviours that align with the values
- Friendly and approachable
- A can-do attitude, flexible and able to adapt to changing priorities within a fast-paced environment
- Passionate about excellent service delivery and customer service
- Driven by improvements in others through coaching and mentoring
- Confident decision-maker, able to show empathy whilst also remaining pragmatic and adhering to company policies

**Education and Qualifications**
- Degree level qualification, comparable to Bachelor degree standard in the UK
- Leadership and Management training (desired)

This role profile sets out the scope and main duties of the post at the date when the role was created or last reviewed. Such details may vary on occasion without changing the overall scope of the role or level of responsibility required. This role profile is intended to give an overall indication of the duties and responsibilities of this role but is not exhaustive and the job holder may be asked to perform other duties, which reasonably align with the general remits of their role and level of responsibility.

**Salary**: £29,925.00 per year

Schedule:

- Monday to Friday

Supplemental pay types:

- Yearly bonus

Ability to commute/relocate:

- Cheltenham: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Cheltenham

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