This is the job
As Team Leader, you’ll be at the heart of driving performance and creating a brilliant experience for both customers and colleagues. You’ll lead from the front, coaching, motivating, and developing your team to deliver exceptional results. You’ll take ownership of a customer‑facing team, making sure every interaction counts. Performance management will be part of your everyday rhythm, helping your team grow and succeed. Your leadership will shape the team culture, inspire confidence, and support continuous improvement. It’s a role where your impact will be seen and felt, by your team, your customers, and the wider business.
What will I be doing?
* Empowering your team to make confident decisions, identify opportunities, and manage risks effectively.
* Keeping systems updated with accurate documentation and providing constructive, timely feedback.
* Creating a safe and open environment for honest, two‑way feedback.
* Being a visible and approachable leader, championing both personal and professional development.
* Holding regular one‑to‑one meetings and supporting your team in working towards SMART objectives.
* Balancing customer, business, and colleague outcomes while reviewing team priorities.
* Using data‑driven insights to inform decisions and improve performance.
* Promoting continuous learning and collaborating with wider teams to support new initiatives.
* Building strong relationships with external stakeholders to deliver a world‑class experience for end users.
What do I need?
* A solid understanding of coaching techniques, with a proven ability to guide teams towards high performance.
* Strong working knowledge of EB systems and internal processes.
* The ability to build and maintain effective relationships with external stakeholders and partners.
* A confident leadership mindset, with the flexibility to collaborate across wider teams and learn from external experts.
* Experience in performance management, including setting and reviewing SMART objectives.
* Excellent communication skills, both written and verbal, with the ability to give clear, constructive feedback.
* A proactive approach to problem‑solving and decision making, even in fast‑paced or challenging situations.
* Strong organisational skills, with the ability to manage multiple priorities and adapt to changing business needs.
* A commitment to continuous learning and development, for yourself and your team.
* A customer‑focused mindset, with a clear understanding of how to balance business, colleague, and customer outcomes.
Additional Information
* 25 days annual leave plus bank holidays + holiday buying scheme.
* Worksave pension scheme with up to 7% employer contribution.
* Free AA breakdown membership from Day 1 plus 50% discount for family and friends.
* Discounts on AA products including car and home insurance.
* Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more.
* Company‑funded life assurance.
* Diverse learning and development opportunities to support you to progress in your career.
* Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family.
We are an equal opportunities employer and welcome applications from everyone.
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