Team Leader

2 days ago

East Midlands, United Kingdom Post Office Ltd Full time

**Summary**:
**Salary: Competitive plus great benefits**
**Grade: 2A**
**Reporting Line: Team Manager - Network Resolution**
**Contract Type: 6 month Fixed Term Contract**
**Location: Chesterfield/Hybrid**

**What to expect**:
Here at the Post Office we’re steeped in tradition, but we’re going places. We’ve been the anchor of UK communities for centuries and that isn’t going to change any time soon. We are Everybody’s Business.

Due to imminent changes in our Lottery service we are looking to add a Team Leader for 6 months to directly manage a team of Support Advisors in our Tier 2 Resolution team.

Support Advisors within our Tier 2 Resolution team play a vital role in the service we provide our Postmasters. They are responsible for investigating balancing queries and transaction correction disputes linked to the Lottery raised by our branches and manage multiple cases at any one time, focusing on fast and effective first-time resolutions to the question in hand.

As Team Leader you will provide leadership, oversight and guidance to your team and ensure they are providing a quality service to our Postmasters. You will manage escalations, review case files within the team and set clear team goals. You will have the opportunity to provide effective coaching to team members to maximise performance and achieve agreed targets.

Although part of a short term contract, this role would be a great introduction to the Post Office and give you a great oversight to the important role our Support Advisors provide.

**What we can do for you**:
Our people are the driving force behind our business, we are proud of the energy, commitment and customer focus we have in common. In addition to the competitive salary we offer, in return for your hard work, you will also receive:

- 25 days annual leave
- Generous pension contribution
- Access to Benenden Healthcare
- Life assurance
- Income protection after 12 months service
- Full support from our employee assistance programme and access to our employee benefits platform
- Ever-evolving learning and development opportunities

**What you’ll need to succeed**:

- Experience managing a small team ideally within administration
- IT literacy, ideally with Microsoft packages
- Demonstrable experience working to service levels and quality targets
- An interest in work of an investigative nature and an analytical mind would be of benefit

**About us**:
Post Office is a community staple. We’re trusted. We’re relatable. We’re reliable. We’re steeped in tradition. But we’re on a journey of transformation. We’re focused on the future and working at pace to compete in a digital world to provide the same, personalised experience we’ve always been proud of - and we need fresh talent to help make it possible.

We’re looking for people to come to Post office to re-imagine. Authentic people who rise to big challenges and make big changes. We all have a genuine duty of care for the people we serve - a purpose that guides us forward, no matter what. We’re looking for people who share in that purpose and show that now, and moving forwards, Post Office truly is Everybody’s Business.

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