Team Leader

We are looking for a seasoned Team Leader to spearhead a new project with a fresh client. This role entails overseeing a team tasked with dealing with outbound call to customers who are unhappy with the service they have been provided.

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This is a fantastic chance to join a dynamic, rapidly expanding company with real prospects for a long-term career. This position will appeal to team managers aiming to advance their careers by managing agents who handle complaints and customer service for our prominent automotive client.

Start Date: Tuesday 26th May 2025

Salary: £30,000 pa + Performance Bonus

Working hours: 37.5 hours per week, 5 days per week. Monday to Friday between 8am to 6pm on rotation

Where: Glasgow City Centre Location – Up to 4 weeks office-based then when you have been signed off from training and are deemed competent, there is the option to work on a Hybrid basis (3 days office 2 from home).

Attendance: No holiday will be permitted during the training period.

Job Responsibilities:

Team Management: Oversee daily operations of the contact centre team, ensuring efficient workflow and high performance.
Performance Monitoring: Track and evaluate team performance against key metrics, providing feedback and coaching to improve outcomes.
Customer Support: Ensure the team delivers exceptional customer service, handling inquiries, complaints, and requests effectively.
Training and Development: Identify training needs and organize sessions to enhance team skills and knowledge.
Quality Assurance: Implement and maintain quality standards, conducting regular audits and reviews to ensure compliance.
Problem Resolution: Address escalated issues and complex customer problems, providing solutions and support.
Reporting: Prepare and present regular reports on team performance, customer feedback, and operational metrics.
Collaboration: Work closely with other departments to align strategies and improve overall customer experience.
Adaptability: Stay updated with industry trends and adapt strategies to meet evolving customer needs and business goals.Role Requirements:

Ideally you will have a minimum of 12-18 month\’s experience managing a financial services complaints team.
Experience in a customer centric environment and having some relevant recent complaints experience over multi communication channels – webchat, emails & letters.
Financial services experience.
A proven track record in delivering against set objectives in complaints, quality and regulatory requirements within a contact centre environment is essential.
Ability to demonstrate a high degree of customer service awareness.
Experienced coach and developer for advisers leading from the front in demonstrating what good looks like.
Excellent communication and interpersonal skills.
Familiarity with CRM software and complaints management tools
Adaptability to quickly learn about new products and industries.
Ability to work under pressure and meet tight deadlines.Benefits:

Comprehensive Training with experienced Trainers
Life assurance – providing coverage at 1x your basic salary in the event of unforeseen circumstances
Health Cash Plan – helping you claim back the cost of everyday healthcare
\’Perks at work\’ staff discounts – access to our intranet with exclusive discounts from leading retailers such as Apple, M&S, Expedia and many more…
Colleague Recognition Scheme – Become a Huntswood Hero!
Regular colleague engagement activities where you could earn additional incentive
Access to an online Well-being centre that has a variety of tools to nurture your overall health
Free Fruit, Tea, Coffee & Hot Chocolate on site
Discounted Premium City Centre Parking
Refer a friend scheme (earn £1000 for each person you refer)
Mentorship program to grow and develop within the companyIn February 2024, Huntswood become part of the ResultsCX organisation. ResultsCX is aleading provider of transformational CXM (Customer Experience Management) services to global brands, including Fortune 100 and 500 firms. By partnering with Huntswood, ResultsCX expands its service capabilities in the BFSI (Banking, Financial Services, and Insurance) sector, and strengthens connections with leading energy and water companies in Utilities.

To help you stay safe in your job search Huntswood will only ask for contact details via email when first contacting you and not any other personal details.

Huntswood, A Results-CX company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, colour, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law