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Operations Team Lead

2 months ago

Inverness, Highland, United Kingdom Marston Holdings Full time
Job Title: Team Leader

We are seeking an experienced Team Leader to join our Operations team at Marston Holdings Limited. As a key member of our team, you will be responsible for leading a team of Customer Service Agents and ensuring they have the necessary competencies to effectively carry out their daily duties.

Key Responsibilities:
  • Identify areas for development and improvement by monitoring staff performance and implementing individual and team-based action plans.
  • Analyse productivity and quality trends and proactively act upon them to improve performance.
  • Develop the knowledge and competencies of the team through effective coaching, training, and setting SMART objectives.
  • Ensure effective communication with staff through team briefings, 1-2-1 meetings, coaching, and performance management.
  • Carry out 6-monthly performance reviews with team members to review progress and set new objectives.
Person Specification:
  • Ability to manage and supervise a team.
  • Ability to analyse KPIs to manage performance.
  • Experience of handling and resolving difficult situations.
  • Effective communication and organisational skills.
  • Good understanding and use of Microsoft Office Applications.
  • Adaptable to change and new ideas.
  • Excellent planning, time management, and organisational skills.
  • Team player, both as a member and a leader.
  • Ability to remain focused and decisive in a pressured environment.
What We Offer:
  • Salary of up to £24,132.96.
  • Hybrid working.
  • Contract: Full-time, 37.5 hours per week.
  • Enhanced Maternity and Paternity Package (subject to eligibility criteria).
  • 26 days annual leave.
  • Health Cash Plan.
  • Staff benefits designed to suit your lifestyle.

We are an equal opportunity employer and welcome applications from all suitably qualified candidates. Please note that new starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check.