Care Team Leader

Team Leader

24.5hrs per week - 3-6 months cover - potential of being made permanent

£25,390 - £27,479

Glasgow

Are you a proactive and people-focused leader with a passion for delivering high-quality customer service? We are looking for an experienced Manager to lead and develop our team, ensuring exceptional support and advice is delivered to our clients' customers while driving operational excellence and continuous improvement.

As Manager, you will play a key role in managing day-to-day operations, supporting staff development, improving service performance, and ensuring quality standards are consistently achieved. This is an exciting opportunity for someone who thrives in a fast-paced environment and enjoys leading teams while contributing to service innovation and growth.

What you'll be responsible for

Operational Leadership

Lead, support and develop the team through coaching, guidance and training initiatives.

Ensure policies, procedures and organisational updates are communicated effectively across the team.

Manage resource planning to ensure staffing levels meet customer needs and service expectations.

Monitor service delivery and call quality to ensure KPI targets and quality standards are achieved.

Ensure accurate communication with relatives, emergency services and external partners.

Maintain accurate and timely system and reporting information.

Provide management support and assist with escalation and service resolution where required.

Business Improvement & Development

Support the development of operational and performance standards aligned with commitments and industry expectations.

Assist in managing products, services and customer communications.

Support initiatives aimed at expanding and enhancing services and commercial opportunities.

Build positive relationships with customers, suppliers, industry partners and stakeholders to improve service delivery.

Health & Safety

Ensure all activities comply with relevant health and safety, equality and diversity legislation and policies.

Promote a culture of accountability and awareness across the team.

Monitor compliance and take action where improvements are needed.

People Management

Inspire, motivate and develop team members to deliver excellent services and contribute to wider strategic goals.

Foster an inclusive and supportive environment where individuals can thrive and achieve their potential.

What we're looking for

We are seeking an individual who:

Has strong leadership and team management experience.

Can motivate and develop people through coaching and support.

Demonstrates excellent communication and organisational skills.

Has experience analysing data and using insights to improve performance.

Can work effectively under pressure and manage competing priorities.

Is committed to delivering excellent customer service and continuous improvement.

Values equality, inclusion and teamwork.

Please note that all successful candidates will be subject to background checks, which include 5-year work references, criminal background checks and credit checks.

Interested? Get in touch with David Colquhoun at (url removed)– for a confidential chat about this exciting new Complaint role.

HRC Recruitment is an equal opportunities employer and all applications will be treated as such