Role Purpose: The Service Team Leader will support the Service Team Manager in overseeing the day-to-day operations of the service executive team. Acting as a first point of contact for the team, the Team Leader will help manage workload distribution, provide guidance and support, ensure continuity during absences, and contribute to building a cohesive, collaborative working culture. This role is ideal for someone who enjoys being hands-on, thrives in a team environment, and is looking to step into a leadership position with real impact.
Key Responsibilities:
• Act as a deputy to the Service Team Manager, providing support and cover where needed.
• Support the allocation and coordination of care home service accounts to ensure an even, efficient distribution of workload.
• Monitor workloads, flag capacity issues, and help implement improvements to workflow.
• Provide first-line support and guidance to Service Account Executives on operational queries and processes.
• Champion a team “buddy system” to ensure continuity during absence and encourage cross-skilling.
• Help embed a culture of shared responsibility, knowledge-sharing, and team cohesion.
• Liaise with internal departments (e.g. IT, Operations, Field Teams) to help resolve service-related issues.
• Support onboarding and mentoring of new team members.
• Identify training needs and contribute to upskilling the team.
• Contribute to system and process improvements, including those related to new IT tools.• Assist in reporting on service delivery metrics and team performance as required.
Skills & Experience Required:
• Experience working with or supporting customers in the care home, health or service industry.
• Strong customer focus, passionate about customer service.
• Strong organisational skills with the ability to manage multiple tasks and priorities.
• Confident communicator with a positive, supportive approach.
• A natural team player who encourages collaboration and mutual support.
• Ability to solve problems proactively and support others to do the same.
• Ability to handle sensitive information with discretion.
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