Operations Support Team Leader
Our Tamworth based client is seeking a proactive and people focused Customer Service Operations Support Team Leader to join their growing Customer Service function. This is a key leadership role, responsible for driving team performance, ensuring operational efficiency, and delivering a consistently high standard of service to customers.
Reporting into the Assistant Manager, you will lead from the front, coaching and developing your team, managing day to day operations, and supporting continuous improvement initiatives. This role would suit an experienced Team Leader who thrives in a fast-paced environment, is passionate about developing others, and is committed to delivering exceptional customer outcomes.
As an Operations Support Team Leader, you will need to have/be:
* Customer service or administrative background
* Previous Team Leader or supervisory experience
* Experience managing performance, coaching, and development
* Confident handling escalations and customer complaints
* Strong communication and interpersonal skills
* Ability to motivate, lead, and engage a team
* Effective problem-solving and decision-making skills
* Organised with the ability to prioritise and meet KPIs/SLAs
* Proficient in Microsoft Office and customer systems, with good attention to detail
* Positive, proactive, and professional approach with awareness of HR processes and continuous improvement
Details
* Salary: 28,000 - 30,000
* Working Hours: Full time, Monday - Friday, 37.5 hours per week
* Location: Tamworth (on site)
* Duration: Permanent
Role of Operations Support Team Leader
* Lead, motivate, and develop the team to achieve KPIs and SLAs
* Oversee and support completion of daily operational tasks
* Monitor performance and provide coaching, feedback, and one-to-ones
* Conduct appraisals and identify training needs
* Handle escalated customer queries and complaints
* Ensure adherence to policies, procedures, and service standards
* Collaborate with other departments to resolve issues and improve service
* Manage recruitment, onboarding, and training of new team members
* Produce reports to support business decisions
* Analyse customer trends and workload to provide insights
* Drive continuous improvement initiatives
* Maintain a positive and inclusive team culture
* Manage investigations and people-related processes
* Provide cover for other Team Leaders when required
* Support wider business needs and undertake additional duties as required
Benefits of working as an Operations Support Team Leader
* 23 days annual leave + bank holidays
* Option to purchase up to 5 extra days annual leave
* Health Cashback Plan
* Pension Scheme
* Life Assurance
* Free Parking
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