Customer Service Team Lead

3 weeks ago


Inverness, Highland, United Kingdom Marston Holdings Full time
Job Description:

We are seeking a highly skilled and experienced Customer Service Team Lead 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, ensuring they have the necessary competencies to effectively carry out their daily duties through continual development.

Key Responsibilities:
  • Monitor staff performance via KPIs, observation, and auditing of work to identify needs for development or improvement.
  • Analyse productivity and quality trends 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 monthly 1-2-1 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.

Requirements:
  • Ability to manage and supervise a team.
  • Ability to analyse KPIs in order 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 when working to specified targets in a pressured environment.

Benefits:
  • 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, from discounts on high street and online shopping to travel, socialising, and wellbeing.

About Marston Holdings:
Marston Holdings Limited is a parent company formed of eight brand entities that each specialise in key areas of our overarching business. 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.

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