Operations Support Team Leader

Oakley Recruitment is working in partnership with an expanding organisation based in Tamworth. This is an excellent opportunity to join the team as an Operations Support Team Leader on a full-time permanent basis.

Culture and Environment

Our client is a progressive and fast-evolving business with ambitious growth plans and a clear vision for the future. Operating within a dynamic and ever-changing environment, they encourage innovation, accountability and forward-thinking at every level. You will be joining a vibrant and supportive team where collaboration is valued and success is shared. The business is committed to developing its people, providing structured training and ongoing support to ensure individuals have the tools and confidence to thrive and progress. The workspace itself reflects the energy of the organisation, modern, contemporary and thoughtfully designed to create an inspiring environment to work in. It is a fantastic space to be part of, where high standards, teamwork and growth go hand in hand.

Personality

You will be a well-organised, reliable and hardworking individual, able to work independently and as part of a team. If you have proven experience in a customer service/administration role then this could be the opportunity for you!

Package and benefits

• Monday to Friday; 9:30-5:30pm
• Pension: 3% employer contribution, 4% employee contribution, 1% tax relief, pensions advisor to visit the site twice a year
• Healthcare: All employees are entitled to the Health Assured Employee Assistance Programme from day one, providing a free 24hr confidential helpline on various issues. On completion of the 6-month probationary period, healthcare cash plan is available
• Holiday Entitlement: 23 days holiday plus 8 statutory bank holidays. After 3 years’ service this increases to 24 days plus BH and at 6 years’ service it increases again to a maximum of 25 days plus BH. After completing 6-month probationary period, all employees are entitled to up to 5 days unpaid annual leave in addition to their paid allowance. This is pro-rata in the first part year, following probation
• Life Assurance: 2x annual salary
• Free onsite parking
• Incredible core company values

Job Role:

• Leading by example, motivate, and develop a team within Customer Service to consistently achieve SLAs and department KPIs
• Taking ownership of and actively contribute to the completion of daily tasks and operational responsibilities
• Monitoring daily performance, provide coaching and feedback, and conduct regular one-to-ones
• Conducting appraisals for your team and ensure any training needs are identified and resolved
• Handling escalated customer queries and complaints professionally and efficiently
• Ensuring the team adheres to company policies, procedures, and service standards
• Collaborating with other departments to resolve customer or operational issues and improve service delivery
• Leading on recruitment, onboarding, and training of new team members
• Producing reports as required to support business needs and decision-making
• Analysing customer trends and workload patterns, providing clear and actionable insights to relevant stakeholders
• Driving continuous improvement initiatives within the team
• Maintaining a positive and inclusive team culture
• Undertaking investigations/people management processes as required
• Providing cover for other Team Leaders during periods of absence, ensuring continuity of leadership, decision-making, and team support
• Undertaking any other duties that are commensurate with the role, as reasonably required to support the team and business objectives

Skills and experience:

• Proven experience in a customer service/administrative environment
• Previous experience in a supervisory or team leader role
• Strong communication and interpersonal skills
• Ability to motivate and inspire others
• Excellent problem-solving and decision-making abilities
• Proficient in using customer service systems and Microsoft Office
• Ability to plan, co-ordinate and monitor workstreams to ensure tasks are completed
• Be calm and professional at all times

Please Note: We do not contact or write to unsuccessful candidates. If we have not contacted you within 48 hours of your application, you should presume that your application was unsuccessful. By applying for this vacancy, you are permitting for Oakley Recruitment to contact you and retain your details. In compliance with the regulations (April 2004) in place under the Employment Agencies Act, Oakley Recruitment will require proof of identification. A copy of your passport, birth certificate and NI number will be required, as part of your interview process.