Linaker was founded upon three core values: trust, reliability and care. We are not just a service provider, rather an essential part of our clients’ architecture and, ultimately, an extension of your business, a part of one team.
ABOUT THE ROLE
We’re seeking an experienced Team Leader to guide, coach and develop a team of advisors across telephony and/or back-office operations. You’ll drive performance through effective quality assessment, day-to-day people management, and close monitoring of service levels—working collaboratively with stakeholders across the wider business to deliver an excellent customer experience.
WHAT YOU WILL BE RESPONSIBLE FOR
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Coach, support and develop direct reports through regular 1:1s, feedback, call listening/work sampling and tailored development plans.
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Complete quality assessments in line with an agreed quality standard, ensuring fair scoring and clear actions for improvement.
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Manage day-to-day HR activities including sickness absence processes, wellbeing support, return-to-work meetings and performance management.
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Monitor and manage service levels (telephony and/or back office), taking real-time actions to meet demand and minimise backlog.
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Use MI to identify trends, risks and opportunities; implement actions to improve quality, productivity, compliance and customer outcomes.
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Support operational planning activities such as rota adherence, schedule effectiveness, and coverage for peaks/holidays.
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Escalate issues appropriately and contribute to continuous improvement initiatives across people, process and technology.
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Work collaboratively with other teams and stakeholders to deliver shared goals and consistent customer experiences.
WHAT WE ARE LOOKING FOR
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Previous experience in a Team Leader, Supervisor or leadership role within a contact centre (telephony and/or back office).
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Proven coaching capability, with experience improving individual and team performance.
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Experience completing quality assessments against a defined standard and using outcomes to drive development.
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Confident managing sickness absence and performance processes in line with policy.
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Strong understanding of service level management and using real-time data to make decisions.
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Excellent communication skills with the ability to engage and influence stakeholders.
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Organised, resilient and able to prioritise in a fast-paced environment.
Desirable
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Experience with workforce management tools and rota/scheduling practices.
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Knowledge of complaint handling, regulatory requirements or internal compliance standards (where applicable).
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Experience supporting change initiatives and continuous improvement activities.
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Experience in the industry or similar.
THE PACKAGE
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Competitive starting salary with annual pay reviews.
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Opportunity to earn overtime.
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Plenty of opportunity for progression.
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Full training by a supportive friendly team.
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Auto enrolment in the company pension scheme.
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Free parking but also accessible via public transport.
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33 days holiday, inclusive of the 8 statutory bank holidays
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Lots of fun with various team nights out and annual summer conferences.
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Health care and medical insurance available after qualifying period.
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Core Hours on a rotational shift pattern: Monday to Friday between 7:00am - 19:00pm with occasional weekend work
Salary description
£30000.00 - £32000.00 per year