Overview
At Ian Williams, people are at the heart of what we do, and we’re looking for a confident and supportive iwhub Team Leader who is passionate about delivering excellent customer outcomes and developing high‑performing teams.
You’ll lead and coach a team within our iwhub, creating a positive, inclusive environment where colleagues feel supported, confident and clear about what good looks like. Working closely with operational teams and clients, you’ll play a key role in ensuring services are delivered efficiently, fairly, and with the customer at the centre of every decision.
This is a great opportunity for an experienced people leader who enjoys coaching others, using insight to improve performance, and shaping a culture of accountability, wellbeing and continuous improvement.
Benefits
* Company profit share scheme
* Enhanced pension or savings scheme
* 31 days annual leave (inc. Public Holidays) plus buy or sell annual leave
* Annual pay reviews
* Life Insurance
* Enhanced maternity/paternity pay
* Training & development opportunities
* Health and wellbeing support via Lighthouse Charity
Responsibilities
* Leading, coaching and developing an iwhub team to deliver a consistent, customer‑focused service
* Monitoring performance, quality and customer feedback to identify risks, trends and improvement opportunities
* Setting clear expectations through regular one‑to‑one, coaching conversations and feedback
* Managing resources, rotas and capacity to meet service demand while supporting colleague wellbeingActing as a point of escalation for complex cases and complaints, ensuring fair, learning‑focused outcomes
* Using data and insight to reduce avoidable cost, improve efficiency and support commercial decision‑making
* Promoting a culture of accountability, psychological safety and continuous improvement
* Building strong relationships with operational teams and clients to improve service outcomes
* Supporting recruitment, induction, training and ongoing development within the team
Qualifications
* Experience leading or supervising teams in a customer focused or operational environment
* A supportive, hands‑on leadership style with the ability to coach others through complex decisions
* Confidence using performance data and insight to drive improvement and service quality
* Strong communication skills, with the ability to build trust and influence across teams
* A customer‑centred mindset, balanced with commercial and operational judgement
* A proactive, organised approach and a commitment to continuous improvement
* ILM Level 4 or working towards a recognised leadership qualification is desirable
Ian Williams is committed to creating a diverse environment and is proud to be an equal‑opportunity employer. We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, and all other characteristics that make us different.
We are delighted to have strong relationships with our preferred agencies; therefore we politely request no agencies engage with us in regards to this position.
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