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Team Leader - Working from home - Office Based split

One Recruitment Associates
Job LocationGlasgow
EducationNot Mentioned
Salary25,500 - 26,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Team Leader - Working from home /Office Based (split)Hours of work 7-3, 8-4 and 9-5 5 days over 7Salary - up to 26kWe are looking for a permanent Team Leaders will effectively lead and manage the seniors and customer service advisors to ensure the highest level of customer care and satisfaction at all times.The role will develop to be responsible for leading a team of approx. 15 colleagues, across seniors and CSRs, ensuring all service delivery targets are being met and exceeded, wherever possible.Team Leaders are an integral part of the management team, adding true value to the business.Key Accountabilities

  • To coach, motivate to ensure people performance is optimised.
  • To support and provide guidance to all direct reports.
  • Conduct monthly, documented 1-1s and assess their 1-1 meetings with their teams
  • Conduct yearly appraisals for team leaders and support them to carry out their own team appraisals
  • Manage all sick calls the helpdesk and update the relevant systems and team members
  • Attendance management, including welfare visits and return to work interviews for all Service Desk colleagues
  • Recruitment of new colleagues process from - Advertising position, Reviewing CVs. Selection of candidates, Arranging of 1-1 interviews. Once selection is made liaise with Services trainer and arrange inductions
  • Carry out Performance management - performance improvement planning, disciplinary, investigation and conduct meetings
  • Management of holiday requests and planned absence to ensure that Services Desk has adequate cover in place over all shifts (24/7)
  • Identify any training needs in the Service Team Leaders and across the desk
  • Champion customer service think like a retailer and motivate teams to encourage positive attitude
  • Spot check and help manage the Mercury job monitors, holding team accountable where needed
  • To represent the company in a professional and competent manner at all times
  • Represent Helpdesk in internal and external meetings
  • To visibly demonstrate enthusiasm and positive behaviour
If Interested, please contact Iain at One Recruitment

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