At a Glance
- Tasks: Lead and develop a team to deliver exceptional customer experiences.
- Company: Join Linaker, a leader in creating tailored business environments for 30 years.
- Benefits: Competitive salary, annual pay reviews, health insurance, and 33 days holiday.
- Other info: Opportunities for progression and full training in a supportive team.
- Why this job: Shape your career while making 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.
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.
- Health care and medical insurance available after qualifying period.
- Core Hours on a rotational shift pattern: Monday to Friday between 7:00am – 19:00pm with occasional weekend work.
Client Response Team Leader in St Helens employer: Linaker
Linaker is an exceptional employer that prioritises the growth and development of its employees, offering a supportive work culture where team leaders can thrive. With competitive salaries, comprehensive training, and ample opportunities for progression, Linaker fosters an environment that encourages collaboration and innovation, making it an ideal place for those looking to make a meaningful impact in the business environment sector.
StudySmarter Expert Advice🤫
We think this is how you could land Client Response Team Leader in St Helens
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Team Leader role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to team leadership and performance management. We recommend doing mock interviews with friends or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your coaching skills! During interviews, share specific examples of how you've developed team members in the past. Highlighting your ability to drive performance will make you stand out as a candidate.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Client Response Team Leader in St Helens
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Team Leader role. Highlight your coaching abilities and any relevant contact centre experience to show us you’re the right fit!
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re passionate about leading a team and how you’ve driven performance in previous roles. This is your chance to showcase your personality and enthusiasm!
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve improved team performance or customer satisfaction. Numbers and outcomes can really make your application stand out!
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 from us!
How to prepare for a job interview at Linaker
✨Know Your Stuff
Before the interview, make sure you understand Linaker's business model and their approach to creating tailored workspaces. Familiarise yourself with their values and how they align with your own experience in team leadership and customer service.
✨Showcase Your Coaching Skills
Be ready to discuss specific examples of how you've coached and developed team members in previous roles. Highlight any successful outcomes from your coaching efforts, as this will demonstrate your capability to drive performance and improve service levels.
✨Data-Driven Decision Making
Prepare to talk about how you've used management information (MI) to identify trends and make real-time decisions. Share instances where your data analysis led to improved quality or productivity, as this is crucial for the role.
✨Engage with Stakeholders
Think of examples where you've collaborated with other teams or stakeholders to achieve shared goals. This will show your ability to communicate effectively and influence others, which is key for delivering excellent customer experiences at Linaker.
