Team Leader - Inverness, United Kingdom - Marston Holding Limited

Marston Holding Limited

Verified Company

Inverness, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Vacancy ID:

Town:
Inverness
Closing Date:
Salary:

Team Leader

Inverness

£23,500

Marston Holdings have grown organically and through acquisition to provide a multitude of endtoend services that support the implementation of public policy. In the main, we support the government, utilities, and private sectors through the delivery of market leading integrated technologyenabled solutions from design and implementation to management and recovery.
The role of the Team Leader (Operations) is to lead a team of Customer Service Agents ensuring that they have the necessary competencies to effectively carry out their daily duties through continual development. To maximise efficiency of CSA's by developing a multiskilled team to adapt to changing business needs. Ensure team members have a full understanding of KPIs attached to the service provided to ensure achievement of business objectives.
To manage and motivate a team of agents to ensure legislative compliance through customer contact.

What you will be doing:

Managing, motivating and ensuring commitment of staff through effective leadership
Identifying any needs for development/improvement by monitoring staff performance via KPI, observation, and auditing of work
Analysing productivity and quality trends by working in conjunction with the quality team and proactively act upon these trends by implementing individual and team based action plans.
Improving performance and ensure the development of each team member through effective coaching, training and the setting of SMART objectives. Develop the knowledge and competencies of the team with the support from the Performance Coaches. In addition, identify development areas and address any poor performance by effective performance management techniques, taking disciplinary action where appropriate.
Ensuring an effective level of communication with staff through team briefings, the use of monthly121 meetings, coaching, objective setting, training, and performance management.
Effectively communicating and sharing ideas with fellow team leaders, make effective collective decisions.
Carrying out 6 monthly performance reviews with your team on a onetoone basis as part of the performance management cycle, reviewing progress on existing objectives and setting new objectives for the next period.
Dealing with any health and safety issues relating to team members, for example, any risk assessments, vision problems, general issues relating to the office environment etc.
Carrying out the duties of the post with due regard to Marston's equal opportunities and diversity policy.

-
What we are looking for:

Ability to manage and supervise a team of colleagues
Ability to analyse KPIs in order to manage performance
Experience of handling difficult situations whilst interacting with others (members of public, customers, colleagues)
Effective communication and organisational skills
Good understanding and use of Microsoft Office Applications
Maintain a motivational and proactive approach at all times
Adaptable to change and new ideas
Flexible to meet business requirements
Excellent planning, time management and organisational skills
Team player, both as a member and a leader
Ability to remain focused and decisive when working to specified targets in a pressured environment

What's in it for you?

26 days' annual leave, plus Bank Holiday
Staff benefits designed to suit your lifestyle from discounts on retail shopping, travel and socialising to health & wellbeing
Pension Scheme