Team Leader

Posted 6 February by SF Group

We currently have an excellent opportunity for an experienced Team Leader to join an expanding organisation based in the centre of Leeds, this is a busy and demanding role where you will be responsible for managing and leading a team ensuring the produce the highest level of internal and external customer satisfaction, facilitate maximum team performance per month and to create a working environment in which staff retention levels are optimised.

Duties will include:

  • Monitor appropriate system work records to ensure that all work is progressed to meet challenging productivity targets
  • Monitor of individual performance, quality and productivity
  • Ensure that the workload is equitably distributed within the team
  • Effectively schedule, and manage, all breaks to ensure that the Team is adequately resourced at all times
  • Management of holiday and absence in the team
  • Act upon issues concerning performance, time-keeping, absence and holidays promptly and appropriately
  • Update the team with changes in procedures
  • Facilitate regular team meetings
  • Conduct return to work interviews when Team members return to work following an absence
  • Conduct all 12 week reviews for new Team Members
  • Conduct monthly one to one review meetings for all Team Members
  • Ensure that Personal Development Plans for all Team Members are developed, acted upon, maintained and reviewed
  • Liaise with the departmental manager and in turn the Coach Trainer to ensure that all team members receive on-going coaching, training and development
  • Be involved in the resolution of discipline/grievance/performance issues in line with the firm's policies
  • Respond to client/service queries or complaints at the initial stages in line with the internal complaints procedure, maintain a complete and accurate file and submit reports as required in a timely fashion
  • Understand all aspects of the process and where appropriate undertake tasks within the process

The following are essential:

  • Experience of managing and leading a team of administration/customer service staff within a busy office based environment
  • Ability to meet tight deadlines and targets & work under pressure
  • Good team player, but, also ability to work on own initiative
  • Good attention to detail
  • Good communication and customer service skills
  • Good organisational skills
  • Good data input skills
  • Experience of working in a high volume environment
  • Previous administrative experience
  • GCSE Maths and English (Grade C or above)

Reference: 34406004

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