The Team Manager plays a pivotal role in leading a team to consistently deliver high-quality, customer-focused service that aligns with company goals and Consumer Duty principles. This role involves fostering a culture of continuous improvement, encouraging learning, active listening, and development, and ensuring team members are equipped to make fair and informed decisions that drive positive customer outcomes.
You will oversee customer interactions via telephone, email, and written correspondence (depending on portfolio) to provide accurate, empathetic support, while ensuring compliance with both Link’s standards and client portfolio requirements. The Team Manager ensures all activities align with Consumer Duty principles, acting in good faith and supporting customers to achieve fair and positive outcomes.
We are recruiting for two roles across our Telephony Operation .
What you’ll do
The Team Manager will be involved in the following activities:
* Lead, motivate, and develop a team to achieve operational targets while maintaining a high standard of customer service.
* Ensure all customer interactions are handled in line with Consumer Duty principles, delivering clear and accurate information to support informed customer decisions.
* Monitor team performance, providing coaching and feedback to promote continuous improvement and professional development.
* Identify learning needs and implement training initiatives to enhance team skills and knowledge.
* Manage workforce scheduling, workload allocation, and resource planning to meet operational requirements.
* Resolve complex customer queries or escalations, demonstrating empathy and professionalism.
* Maintain accurate records of team performance, customer interactions, and operational metrics.
* Collaborate with internal stakeholders and clients to ensure alignment with portfolio requirements and service standards.
* Promote a culture of active listening, learning, and accountability within the team.
What you’ll bring
* Proven experience in managing or supervising teams in a customer service or telephony environment.
* Strong understanding of Consumer Duty principles and the ability to apply them in a practical setting.
* Excellent leadership, coaching, and people development skills, with a track record of motivating teams to deliver consistent results.
* Exceptional communication skills, both written and verbal, with the ability to convey complex information clearly and empathetically.
* Analytical mindset with the ability to monitor performance, interpret data, and implement improvement initiatives.
* Proficiency in CRM systems, telephony platforms, and standard business software.
* Relevant educational qualifications or professional certifications in management, customer service, or related fields (desirable).
* Ability to handle pressure, adapt to change, and manage multiple priorities effectively.
What we offer
We believe in rewarding our people and creating a workplace where you can thrive. When you join us, you’ll benefit from:
* 25 days’ annual leave (pro rata for part-time employees), plus bank holidays
* An extra day off to celebrate your birthday
* A discretionary annual performance bonus
* The option to purchase up to 5 additional days of holiday
* A competitive pension scheme with 8% total contributions
* Life assurance at 4x your annual salary
* Access to our Employee Assistance Programme for confidential support and advice
* Season ticket travel loans to support your commute
* Enhanced maternity and adoption pay
* A friendly, relaxed working environment with modern facilities
* A vibrant culture with regular social events, charity fundraising, and employee recognition schemes
* Ongoing learning and development opportunities to support your career growth
Why Join Us:
* Lead a team making a real difference to customers.
* Work in a supportive, development-focused environment.
* Opportunity to grow your leadership skills in a dynamic organisation.
This is a great opportunity to work with Andrew Slade