What you’ll do
The Team Manager will be involved in the following activities:
- Lead, motivate, and develop a team to achieve operational targets while maintaining a high standard of customer service.
- Ensure all customer interactions are handled in line with Consumer Duty principles, delivering clear and accurate information to support informed customer decisions.
- Monitor team performance, providing coaching and feedback to promote continuous improvement and professional development.
- Identify learning needs and implement training initiatives to enhance team skills and knowledge.
- Manage workforce scheduling, workload allocation, and resource planning to meet operational requirements.
- Resolve complex customer queries or escalations, demonstrating empathy and professionalism.
- Maintain accurate records of team performance, customer interactions, and operational metrics.
- Collaborate with internal stakeholders and clients to ensure alignment with portfolio requirements and service standards.
- Promote a culture of active listening, learning, and accountability within the team.
What you’ll bring
- Proven experience in managing or supervising teams in a customer service or telephony environment.
- Strong understanding of Consumer Duty principles and the ability to apply them in a practical setting.
- Excellent leadership, coaching, and people development skills, with a track record of motivating teams to deliver consistent results.
- Exceptional communication skills, both written and verbal, with the ability to convey complex information clearly and empathetically.
- Analytical mindset with the ability to monitor performance, interpret data, and implement improvement initiatives.
- Proficiency in CRM systems, telephony platforms, and standard business software.
- Relevant educational qualifications or professional certifications in management, customer service, or related fields (desirable).
- Ability to handle pressure, adapt to change, and manage multiple priorities effectively.
What we offer
We believe in rewarding our people and creating a workplace where you can thrive. When you join us, you’ll benefit from:
- 25 days’ annual leave (pro rata for part-time employees), plus bank holidays
- An extra day off to celebrate your birthday
- A discretionary annual performance bonus
- The option to purchase up to 5 additional days of holiday
- A competitive pension scheme with 8% total contributions
- Life assurance at 4x your annual salary
- Access to our Employee Assistance Programme for confidential support and advice
- Season ticket travel loans to support your commute
- Enhanced maternity and adoption pay
- A friendly, relaxed working environment with modern facilities
- A vibrant culture with regular social events, charity fundraising, and employee recognition schemes
- Ongoing learning and development opportunities to support your career growth
Why Join Us:
- Lead a team making a real difference to customers.
- Work in a supportive, development-focused environment.
- Opportunity to grow your leadership skills in a dynamic organisation.
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Team Manager in Caerphilly employer: Link Financial Outsourcing Limited
At LC Financial Holdings, we pride ourselves on being an excellent employer, offering a vibrant work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through ongoing learning opportunities and a supportive environment, complemented by competitive benefits such as generous annual leave, performance bonuses, and enhanced maternity pay. Located in a modern facility, our team enjoys a friendly atmosphere with regular social events, making it a rewarding place to build your career in ICT Technical Services.
Contact Details:
Link Financial Outsourcing Limited Recruitment Team
