Operational Team Leader

Sureserve provide market leading compliance and energy services across the UK, with close to 4000 employees working from over 20 offices. Sureserve is a trusted partner for housing associations, local authorities, and residents, delivering high-quality compliance and energy services. Our focus on energy efficiency, safe and compliant homes, and enhanced quality of life makes us a leader in the industry. With nationwide reach, regional expertise, and a commitment to excellent service, we are well‑positioned to support our clients now and in the future Role Overview Lead and manage a contract administration team and be accountable for ensuring performance measures are consistently achieved / exceeded within your region and engage with key client and management stakeholders on a regular basis. Key Responsibilities Manage and develop the administration team to ensure peak efficiency and high‑quality customer service Implement and refine administrative systems, policies, and procedures Collaborate with various departments to ensure seamless business operations Maintain our reputation for producing top‑level customer service working with fellow managers to facilitate the achievement of the client’s objectives Ensure your team is working efficiently and providing sufficient cover during working hours Embedding a pro‑active and positive culture within your team, making sure remain focused and driven throughout the course of the day Achieve 100% compliance Report to and work closely with the Regional Operations Manager & Contract Managers on all operational and non‑operational matters Collate and provide reports for senior managers and clients Handle all escalated calls where a manager has been requested Manage all day‑to‑day issues within the administration team People management of team including performance and absence management, providing support and training Skills & Experience Proven experience in a Supervisor/Team Leader role, or a similar management role in a contact centre or administration team environment (essential) Understanding of the Gas Industry and how the business operates (desirable) High level of personal and professional integrity that stands out in challenging and difficult situations Strong leadership and motivational skills, proven ability to act as a confident leader within a rapidly changing environment Ability to work under pressure and manage stressful situations calmly with problem/decision making skills Adaptability and flexibility to deal with agile situations and environments Attention to detail and ability to multi‑task Exceptional interpersonal and customer service support Proficient in IT systems including MS Office and administrative software What we offer? We offer a range of benefits designed to support your lifestyle whilst working for Sureserve and outside of work, some of these include: £32,000 per annum (depending on experience) Contributory pension scheme Life assurance 20 days + Bank holidays (service based increasing holiday scheme) Enhanced maternity, paternity, adoption leave and other family friendly policies Sureserve Benefits Hub, accessing over 1000 retail discounts Virtual GP service, available for employees and immediate family Employee Assistance Programme (EAP) Bike2Work Scheme EV Car Scheme Employee engagement events and ‘Employee Voice’ programmes Strong opportunities for career growth and development ‘Sureserve Legends’ – celebrating the fantastic ways in which our employees live our values Committed to Diversity & Inclusion Sureserve is an equal opportunities employer, dedicated to nurturing a diverse and inclusive work environment. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. We are committed to developing talent at all levels, ensuring equality, diversity, and inclusion in the way we work and in the communities in which we work, and making sure that every one of our people, clients and customers has the opportunity and support to fulfil their professional and personal potential. Reasonable Adjustments As part of our commitment to inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals that may require them. If you feel you need any adjustments please contact scnw.careers@sureserve.co.uk. Pre Employment Checks Successful applicants will be subject to eligibility checks with a 3rd party, including right to work in the UK and DBS background checks. #J-18808-Ljbffr