Job Title: Team Lead (Back Office)

Location: Glasgow Cuprum

Salary: £29,150 Per Year

The Role: 

You will be responsible for leading, coaching, developing and mentoring a team of Customer Service Agents, enabling them to succeed against qualitative and quantitative targets, whilst ensuring full compliance to all business and client rules and procedures. The successful candidate will be naturally results orientated with exceptional problem-solving skills. 

You will be expected to create a focused environment with a motivational culture to enable your team to develop and maximise their full potential. 

Role overview 

• Managing a team of Customer Service Specialists, you will do this by ensuring a positive, productive and engaging team culture, through your ability to lead, inspire, motivate, coach and manage your people to deliver exceptional levels of quality whilst meeting all relevant operational and business targets.
• Through your leadership you will create a customer centric culture, ensuring that all team activities are focused on the effective delivery to the end customer and high levels of customer satisfaction: 
• Coach and support team members through regular 1:1s and reviews to encourage people to realise their potential and to own and achieve their performance, quality and customer outcomes consistently
• Maintain effective control of all aspects of people management processes including: absence management, 121’s, disciplinary, capability & grievance procedures, employee relations, performance management and all other employment related issues ensuring they are managed in line with policy frameworks 
• Become a knowledge expert in terms of the client’s products and services, full training provided 
• Proactively participate in and drive engagement initiatives within the wider TP team. 
• Create a highly engaging, inclusive, positive and fun work experience for your team.

The Ideal Candidate 

• Proven people management skills with the ability to lead and motivate a team and act as a role model, driving performance at both group and individual level 
• Demonstrable experience of managing multiple workflows to a set of targeted KPI’s and quality management 
• Confident in a variety of people management processes, such as absence management, 121’s, performance management and other employment related tasks 
• Passion for working as part of a team, with the communication and interpersonal skills to engage and motivate your team 
• Used to working in a high volume, fast paced environment and proven ability to multi-task a number of sometimes conflicting priorities via good time management, decision making and organisation skills 
• Customer Service focused and able to manage relationships with stakeholders 
• Consider risk implications in decision making through a good understanding of business activity, opportunity and threats 
• Excellent written and verbal communication skills with an eye for detail, spelling and accuracy