About this role
The purpose of this role is to lead, coach, and develop a team to deliver consistently high-quality customer service while achieving performance, quality, and productivity targets across call handling, quality standards, and case management activity. The role is responsible for building team capability, driving operational performance, and creating a positive and engaged team culture with a strong customer-first mindset.
This is a hands-on leadership role with accountability for day-to-day coaching, performance management, customer outcomes, and employee development, while supporting the wider operational goals set by the Operations Manager.
- Lead, motivate, and develop a team to achieve service, quality, productivity, and case management targets.
- Provide regular one-to-one coaching, quality reviews, and structured feedback sessions.
- Identify individual development needs and create tailored development and performance plans.
- Support recruitment activity and assist with onboarding, nesting, and early performance coaching for new starters.
- Role-model effective customer interactions and company values at all times.
- Set clear performance expectations aligned to operational KPIs and service standards.
- Monitor individual and team performance across call handling, quality, and case management metrics.
- Address underperformance through coaching and structured performance improvement plans.
- Recognise and reward strong performance and positive behaviours.
- Ensure consistent delivery of high-quality customer service and customer-focused outcomes.
- Handle customer escalations and provide resolution support where required.
- Manage day-to-day team operations to meet service level and operational requirements.
- Support schedule adherence, attendance management, and workforce planning requirements.
- Ensure policies, procedures, and compliance standards are followed.
- Participate in operational meetings, team huddles, and business briefings.
- Create and maintain a positive, inclusive, and supportive team environment.
- Promote wellbeing, resilience, and sustainable performance.
- Actively engage team members through communication, feedback, and involvement.
- Identify opportunities to improve processes, performance, and customer experience.
- Share feedback and insights with other business functions.
- Support change initiatives and the adoption of new processes, systems, or technologies.
- Manage and embed the quality monitoring framework to support customer-focused, outcome-driven performance.
£38,500.00