Call Centre Team Leader - Hinckley, United Kingdom - Simplify Recruitment

Simplify Recruitment

Verified Company

Hinckley, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Team Leader

Salary ranging from £35,000
Fulltime
Office based
Hinckley, Leicestershire

We are working with a national business compliance company based in Hinckley, that offers expert advice on HR, Employment Law and Health & Safety to more than 14,000 businesses across the

UK.

They are currently looking for a Team Leader to join their thriving team - this is a fantastic opportunity to join a market-leading business and progress within your career.

About the job:

In this role, you will be managing a team of HR Advisors.

It will be your job to identifying training, manage performance and ensure that they maintain a high standard of service.

You will inspire, motivate, and support your team.

Previous experience managing a large team is essential especially in a call centre environment.

Main Duties & Responsibilities include but are not limited to:

Building and maintain a cohesive and motivated team
Providing leadership and support
Promoting team awareness of the company's wider activities
Form and maintain strong working relationships with all departments
Performance managing all advisors, identifying training needs and taking the relevant steps to ensure that the relevant training is provided, and logging this separately on each individual's training record
Managing all team absences/sickness and ensuring that the ReturntoWork process is adhered to
Effectively managing all lateness and ensure that the lateness form is completed on all occasions, and following up any persistent lateness
Ensuring, when necessary, all documented discussions are completed and saved on the relevant files, signed by you as team leader and the staff member
Conducting any formal meetings disciplinaries, grievances etc. where necessary
Taking any required formal action in a timely manner and concluding the matter in line with company policy
Ensuring that the line manager is kept up to date with any staff issues
Undertaking training, interim reviews and sixmonth probationary reviews with all new starters
Conducting and documenting Performance Development Reviews with each team member every quarter, highlighting any objectives and development areas for the next period
Making expectations clear
Effectively managing team members' time, in line with the departmental requitements to minimise any queues
Conducting a stand up twice a week to ensure the team is up to date with any changes happening as a team, department and business
Ensuring that your team attends the training sessions each month
Monitoring and reviewing advisors' overall performance daily, and providing a detailed weekly report to the line manager
Dealing with any complaints in a timely manner, ensuring that a satisfactory conclusion is reached on every occasion
Liaising with other Team Leaders to ensure everyone is supported and departmental service levels are achieved
Attending regular update meetings with the Advisory Manager, and implementing and communicating these updates
Mentoring and monitoring team members
Ensuring cases are handled effectively and cohesively so that the clients' needs are always met
Assisting and supporting with interviews for HR Advisors
Checking individual task lists and the team task list, and reassigning tasks and highlighting any issues to the line manager
Assisting with special projects and client visits as and when required
Completing handover documents prior to going on any planned absence

You:

Previous experience managing a large team
Management in a call centre environment is preferred due to the nature of the role you will be overseeing
Ability to motivate and inspire a team to perform well
Ability to build professional relationships with other departments and team members
Slight flexibility with hours as there may be occasions where there is training, meetings or staff issues that need to be addressed outside of core hours
Previous experience working to KPI's
Resilient and organised
Previous experience in a fastpaced environment

On Offer:

Annual salary from
£35,000:
Monday to Friday,
Development and progression
25 days holiday + bank holidays
Your birthday off
Free Employee Assistance programme
Private medical with BUPA (with length of service)
Social events and department budget for a quarterly day out
Career pathways to develop your skills and support your progression through the business