At a Glance
- Tasks: Lead and develop a team to deliver exceptional customer experiences.
- Company: Join Linaker, a trusted leader in creating tailored business environments.
- Benefits: Competitive salary, overtime opportunities, 33 days holiday, and a supportive team.
- Other info: Enjoy fun team events and excellent career progression opportunities.
- Why this job: Make a real impact by coaching and guiding a dynamic team.
- 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’re seeking an experienced Team Leader to guide, coach and develop a team of advisors across telephony and/or back-office operations. You’ll 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 Ltd
Linaker is an exceptional employer that prioritises trust, reliability, and care, fostering a collaborative work culture where every team member is valued as an integral part of the business. With a strong focus on employee development through tailored coaching and progression opportunities, Linaker offers a supportive environment that encourages personal and professional growth. Located conveniently with free parking and public transport access, employees enjoy competitive salaries, generous holiday allowances, and engaging team-building activities, making it a rewarding place to work.
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 hunt 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
When you get that interview, don’t just talk about your experience—bring examples! Share specific instances where you’ve improved team performance or handled a tricky situation. This will show them you’re not just a fit on paper but in practice too.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the Linaker team. Don’t miss out on this opportunity!
We think you need these skills to ace Client Response Team Champion
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the job description. Highlight your previous leadership roles and any coaching experience you've had, as these are key for us at Linaker.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about this role. Share specific examples of how you've driven performance in past positions and how you embody our core values of trust, reliability, and care.
Showcase Your Communication Skills:Since excellent communication is crucial for this role, make sure your application is clear and engaging. Use a friendly tone and ensure there are no typos or grammatical errors—first impressions count!
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’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Linaker Ltd
✨Know Linaker Inside Out
Before your interview, take some time to research Linaker's history, values, and the specific role you're applying for. 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 guiding and developing a team, be ready to share specific examples of how you've successfully coached others in the past. Highlight any improvements in performance that resulted from your coaching efforts.
✨Prepare for Real-Time Scenarios
Expect questions about managing service levels and using data to make decisions. Think of instances where you've had to react quickly to changing demands and how you ensured quality service during those times.
✨Engage with Stakeholders
Demonstrate your communication skills by discussing how you've collaborated with other teams or stakeholders in previous roles. Be prepared to explain how you influenced outcomes and contributed to shared goals.
