Vacancy Details

Team Leader

Job Ref:

Job Title:
Team Leader



40hours PW

Shift Pattern:
Working hours between 7am - 11pm Monday - Sunday

Close Date for applications:
Close date not set

Main Responsibilities:


Role Title: Team Leader


Your place of work will be Fountain Court, 119 Grange Road, Middleborough, TS1 2AL.

Job Purpose:

Provide direction to inspire and motivate a team to deliver strategic, individual and operational business objectives/targets. Achieve results through ensuring implementation of employee performance, absence management and other HR related policies. Implement corporate initiatives, vision and values providing communication and adherence to key processes and stakeholders within the organisation at an operational level.

Key Accountabilities:

  • Provide direction to a team of employees to deliver the contract, SLA and business objectives through management, coaching, support and ensuring adherence to key processes.

  • Undertake performance and review sessions in line with corporate guidelines.
  • Identify process improvements and service enhancements in order to develop the customer experience as well as maintaining effective administration of the team to ensure all service standards are met and exceeded by the team.
  • Achieve team performance and absence standards/targets.
  • Implementation of appropriate HR policies as instructed.
  • Make effective use of company systems, optimising service delivery and the management of resources.
  • Manage performance of team members within set guidelines ensuring performance issues are addressed promptly and reward and recognition is delivered when deserved.
  • Responsible for identifying skill gaps with employees and have a robust training and development plan in place to enhance performance.
  • Identify successors, ensure development plans include relevant skills required to progress. Invest in effective coaching and development and encourage self-development.
  • Be a role model for the implementation of the Firstsource visions and values.
  • Communicate and engage team members to ensure business objectives are understood and embedded. Implement Firstsource engagement activities as appropriate.
  • Take accountability to resolve escalated complaints/queries from customers and internal depts. Make resolution decisions within own limits of authority, empowering when necessary. Aim to resolve at first point of contact to reduce further escalation.
  • Ensure compliance to statutes relevant to team including (as appropriate) Health & Safety, Data Protection, Consumer Credit Act, Banking Codes, Recruitment and employment of staff, Financial Services and Markets Act, and all Client and company specific training
  • Ensure completion of all appropriate Client and Firstsource Mandatory Training
  • Identify ideas for continuous improvements and be pro-active to ensure these are highlighted.
  • Support and lead through high volume, high impact change. Be the voice of the customer on behalf of the client and facilitate change supporting the reduction of cost and increase of customer satisfaction

Sorry, this vacancy is closed.

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