Our Benefits · Our total reward package includes a basic salary and a potential to earn rewards for excellent contribution to LeO. · Stakeholder pension scheme, whereby LeO will double your contribution up to 10%. · Annual Leave of 26 days per year (plus bank holidays) – (pro rata for part time staff), plus you can buy or sell 4 days leave each year. · Flexible hours driven by work life balance and operated between 7am and 9pm each day, this also includes hybrid working of 80% at home and 20% in the office each week. · Group Income Protection – if you can't work due to long term absence or injury, this protection can provide a regular income. · Life assurance of 6 times your annual salary · Legal Information Service offering free advice and support with debt management, tax related matters, consumer disputes. · Season ticket loans – interest free loans for travel between your home and the office. · Employee Assistance programmes · Online health, fitness, and wellbeing resources · Wellbeing champions · Investment in your career development through learning and development, talent management, coaching, mentoring and on the job experience.
Are you an experienced team leader who can motivate, coach and support colleagues to achieve objectives and deliver outstanding results? Do you have a proven ability to monitor performance, identify development opportunities and empower team members to reach their potential? Are you confident analysing complex information, using your judgement to provide clear advice and support informed decision-making?
Within this role, you will lead, motivate and develop a diverse team, driving operational performance and delivering a consistent, high-quality customer service whilst building strong relationships with colleagues and stakeholders across the organisation.
What you will be doing · Act as the primary point of contact for your team, providing guidance on business processes and making delegated operational decisions where required under the Legal Ombudsman's powers . · Ensure the effective day to day delivery of our service by overseeing performance, coaching their teams, and maintaining high standards of quality and efficiency. · Lead and develop a high performing, engaged geographically diverse team that consistently meets or exceeds performance and quality standards. -performing, engaged · Manage and balance team workloads, ensuring service levels, output targets, and quality expectations are achieved efficiently. · Provide clear guidance, coaching, wellbeing support and direction, acting as a trusted source of information for team members. · Address performance, behavioural and conduct issues promptly and fairly in partnership with HR where appropriate. · Monitor operational performance data and implement improvements to drive quality, productivity and service efficiency.
Participate in activities relating to continuous improvement. · Work collaboratively with the Operations Management Team to respond to shifting priorities, trends and operational needs. · Build strong working relationships across operational areas to support a consistent, highquality customer experience. · Support continuous improvement by sharing best practice and identifying opportunities to enhance service delivery. · Lead core people management activities including recruitment, induction, development, supervision and appraisals. · Ensure compliance with policies, oversee quality reviews, manage risks, investigate and address service complaints in line with organisational standards.
About you
Has experience working in a customer-focused environment, delivering exceptional service to a diverse customer base. Has proven experience leading, motivating and developing teams to achieve performance targets and maintain high-quality standards. Is confident managing workloads, balancing competing priorities and ensuring service levels and operational objectives are consistently achieved. Has a track record of monitoring performance, providing constructive feedback and coaching colleagues to reach their full potential.
Demonstrates excellent communication and interpersonal skills, building strong working relationships with colleagues, customers and stakeholders. Can provide clear guidance, support and direction, creating an engaged, positive and high-performing team environment. Has the ability to analyse complex information and operational data, identify trends and recommend effective solutions. Is proactive in identifying opportunities for continuous improvement, sharing best practice and enhancing service delivery.
Has experience managing people-related activities, including recruitment, induction, performance management, development and appraisals. Can confidently manage challenging situations, address performance and conduct issues fairly, and handle complaints professionally and sensitively. Works collaboratively with others, adapting to changing priorities and responding effectively to operational demands. Demonstrates a commitment to maintaining quality, managing risks and ensuring compliance with organisational policies and procedures.
About us and why we matter People rely on legal services at key times in their lives – whether it's buying a home, dealing with bereavement, having issues at work, ending a marriage, or being involved in legal action. These things really matter – and that's why the Legal Ombudsman really matters. If people can't sort out a problem with a legal provider, we're here to resolve things fairly and as quickly as possible.
And as we resolve individual complaints, we share learning and insight into what we've seen – helping prevent the same issues arising again. And we are · Family Friendly with enhanced maternity leave and pay, paternity leave, shared parental leave, adoption leave. · Money friendly with access to a discount's platform including thousands of discounts for supermarkets, eating out, leisure, holidays, theatre tickets etc · Community friendly offering Special Leave – if you're an active member of your community, you can get extra paid leave for public duties, volunteering activities and reserve forces duties. · Inclusive of all communities and we encourage applications from the widest possible range of backgrounds and circumstances. · A disability Confident employer, welcoming applications from disabled people.
We operate the 'offer an interview' scheme for all disabled applicants who meet the essential criteria. If you are successful, it's key to know all offers of employment are subject to satisfactory completion of our pre-employment checks which include: - · Right to work check, (applicants must be eligible to live and work in the UK). · Employment History references · DBS criminal record check · Fit for work questionnaire (for all) followed by a medical check (if applicable) · Qualifications and/or professional membership check (if applicable) Please note, this is a fixed term contract until 31st July 2028.
Team Leader in Birmingham employer: Office for Legal Complaints / Legal Ombudsman
At LeO, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee wellbeing and professional growth. With flexible working arrangements, generous annual leave, and a commitment to career development through coaching and mentoring, we empower our team to thrive both personally and professionally. Located in a vibrant community, we also provide unique benefits such as enhanced family leave and opportunities for community engagement, making LeO a rewarding place to build a meaningful career.
Contact Details:
Office for Legal Complaints / Legal Ombudsman Recruitment Team
