Deputy Team Manager in Bolton

Secondment opportunity for 9 months.

Deputy Team Manager

3d Rehabilitation Operations

Are you a passionate leader with a talent for coaching, developing others and driving operational excellence? Are you ready to take the next step in your management career?

We are looking for a highly motivated Deputy Team Manager to join our 3d Rehabilitation Operations Team. This is an exciting opportunity for an experienced operational professional to support the Team Manager in delivering exceptional customer service, improving performance, and developing a high-performing team.

About the Role

As Deputy Team Manager, you will play a key role in supporting the day-to-day management of the Rehabilitation Operations team. You will provide leadership and guidance to colleagues, analyse performance trends, support continuous improvement initiatives, and help drive quality, productivity and customer satisfaction.

This role offers an excellent development opportunity for individuals aspiring to progress into a future Team Manager position.

Key Responsibilities

Leadership & Team Support

• Provide management cover in the absence of the Team Manager.
• Coach, mentor and support team members to achieve their full potential.
• Assist with performance management, development plans and ongoing feedback.
• Support recruitment, onboarding and training of new team members.
• Promote adherence to service standards, telephone rotas and operational processes.
• Handle customer queries, calls and correspondence in a timely and professional manner.
• Support operational delivery during peak periods to ensure service levels are maintained.

Quality & Performance

• Conduct audits of cases, customer correspondence and call observations.
• Analyse management information and identify trends, risks and opportunities.
• Support improvements in quality, productivity and first-call resolution.
• Work collaboratively with Quality Assurance teams to reduce errors and improve outcomes.
• Help improve case lifecycle management and overall customer experience.

Continuous Improvement

• Identify process improvements that enhance efficiency and customer service.
• Investigate root causes of complaints and recommend preventative solutions.
• Share best practice across the department to drive operational excellence.
• Participate in departmental projects and change initiatives as required.

What We're Looking For

Knowledge & Experience

• Strong understanding of operational processes and service delivery.
• Excellent customer service skills with a focus on first-time resolution.
• Experience building effective working relationships across teams.
• Strong verbal and written communication skills.
• Experience providing coaching, support and constructive feedback.
• Ability to confidently manage challenging conversations with professionalism and empathy.

Skills & Abilities

• Strong analytical and problem-solving skills.
• Ability to prioritise workloads effectively and meet business deadlines.
• Comfortable using data and MI to identify trends and drive performance improvements.
• Able to challenge the status quo and proactively identify opportunities for improvement.
• Strong organisational skills and attention to detail.
• Ability to influence, motivate and support others.

Personal Qualities

• Professional, confident and approachable.
• Positive, proactive and enthusiastic attitude.
• A strong team player who can also work independently.
• Committed to personal development and continuous improvement.
• Resilient, adaptable and driven to succeed.
• Respectful and collaborative in all interactions.
• KPI and SLA focused with a strong understanding of performance drivers.

Why Join Us?

This role offers an excellent opportunity to develop your leadership capability while making a real impact on team performance, customer outcomes and operational success. If you are passionate about developing people, driving continuous improvement and progressing your management career, we'd love to hear from you.

BH1339