At a Glance
- Tasks: Lead and develop a team to deliver exceptional customer experiences.
- Company: Linaker, a trusted leader in creating tailored business environments.
- Benefits: Competitive salary, overtime opportunities, 33 days holiday, and pension scheme.
- Other info: Enjoy team nights out and annual conferences while progressing your career.
- Why this job: Join a supportive team and make a real impact in a dynamic environment.
- Qualifications: Experience in leadership roles within contact centres and strong coaching skills.
The predicted salary is between 30000 - 40000 £ per year.
For 30 years Linaker has specialised in the creation and maintenance of tailor-made business environments. Having shaped workspaces for a wide range of businesses across the country, Linaker's heritage lies in our ability to design and regulate unique spaces that truly work. Linaker was founded upon three core values: trust, reliability and care. We are not just a service provider, rather an essential part of our clients' architecture and, ultimately, an extension of your business, a part of one team.
ABOUT THE ROLE
We are seeking an experienced Team Leader to guide, coach and develop a team of advisors across telephony and/or back-office operations. You will drive performance through effective quality assessment, day-to-day people management, and close monitoring of service levels, working collaboratively with stakeholders across the wider business to deliver an excellent customer experience.
WHAT YOU WILL BE RESPONSIBLE FOR
- Coach, support and develop direct reports through regular 1:1s, feedback, call listening/work sampling and tailored development plans.
- Complete quality assessments in line with an agreed quality standard, ensuring fair scoring and clear actions for improvement.
- Manage day-to-day HR activities including sickness absence processes, wellbeing support, return-to-work meetings and performance management.
- Monitor and manage service levels (telephony and/or back office), taking real-time actions to meet demand and minimise backlog.
- Use MI to identify trends, risks and opportunities; implement actions to improve quality, productivity, compliance and customer outcomes.
- Support operational planning activities such as rota adherence, schedule effectiveness, and coverage for peaks/holidays.
- Escalate issues appropriately and contribute to continuous improvement initiatives across people, process and technology.
- Work collaboratively with other teams and stakeholders to deliver shared goals and consistent customer experiences.
WHAT WE ARE LOOKING FOR
- Previous experience in a Team Leader, Supervisor or leadership role within a contact centre (telephony and/or back office).
- Proven coaching capability, with experience improving individual and team performance.
- Experience completing quality assessments against a defined standard and using outcomes to drive development.
- Confident managing sickness absence and performance processes in line with policy.
- Strong understanding of service level management and using real-time data to make decisions.
- Excellent communication skills with the ability to engage and influence stakeholders.
- Organised, resilient and able to prioritise in a fast-paced environment.
Desirable
- Experience with workforce management tools and rota/scheduling practices.
- Knowledge of complaint handling, regulatory requirements or internal compliance standards (where applicable).
- Experience supporting change initiatives and continuous improvement activities.
- Experience in the industry or similar.
THE PACKAGE
- Competitive starting salary with annual pay reviews.
- Opportunity to earn overtime.
- Plenty of opportunity for progression.
- Full training by a supportive friendly team.
- Auto enrolment in the company pension scheme.
- Free parking but also accessible via public transport.
- 33 days holiday, inclusive of the 8 statutory bank holidays.
- Lots of fun with various team nights out and annual summer conferences.
- Core Hours on a rotational shift pattern: Monday to Friday between 7:00am - 19:00pm with occasional weekend work.
Client Response Team Champion employer: Linaker Limited
Linaker is an exceptional employer that prioritises trust, reliability, and care, fostering a supportive work culture where employees are valued as integral parts of the team. With competitive salaries, ample opportunities for progression, and a commitment to employee development through tailored training, Linaker ensures that its staff thrive in a dynamic environment. Located conveniently with free parking and public transport access, employees enjoy a balanced work-life with generous holiday allowances and engaging team-building activities.
StudySmarter Expert Advice🤫
We think this is how you could land Client Response Team Champion
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a role like the Client Response Team Champion at Linaker. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to team leadership and customer service. We recommend doing mock interviews with friends or family to build your confidence. Remember, it's all about showcasing your coaching skills and ability to drive performance!
✨Tip Number 3
Research Linaker's values and culture. When you understand their focus on trust, reliability, and care, you can tailor your responses to show how you embody these traits. This will help you stand out as a candidate who truly fits into their team.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of the Linaker team. Let's get you that interview!
We think you need these skills to ace Client Response Team Champion
Some tips for your application 🫡
Show Your Leadership Skills:When writing your application, make sure to highlight your previous experience in leadership roles. We want to see how you've coached and developed teams, so share specific examples that demonstrate your ability to drive performance and improve outcomes.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the role. Use bullet points if it helps to organise your thoughts better!
Tailor Your Application:Make sure to customise your application for this specific role. We’re looking for someone who understands our values of trust, reliability, and care, so reflect that in your writing. Show us how your experiences align with what we do at Linaker.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Linaker Limited
✨Know the Company Inside Out
Before your interview, take some time to research Linaker's history, values, and recent projects. Understanding their core values of trust, reliability, and care will help you align your answers with what they stand for.
✨Showcase Your Coaching Skills
Since the role involves coaching and developing a team, be prepared to share specific examples of how you've successfully guided others in previous roles. Highlight any strategies you've used to improve performance and how you measure success.
✨Demonstrate Data-Driven Decision Making
Familiarise yourself with how to use management information (MI) to identify trends and make decisions. Be ready to discuss how you've used data in the past to enhance service levels or improve team performance.
✨Engage with Stakeholders
Communication is key in this role. Think of examples where you've effectively collaborated with other teams or stakeholders to achieve shared goals. This will show that you can work well within a larger framework and contribute to a consistent customer experience.
