At a Glance
- Tasks: Lead a dynamic customer service team and enhance operational efficiency.
- Company: Join TDS, a forward-thinking company making a difference in tenancy deposit schemes.
- Benefits: Enjoy 33 days holiday, private healthcare, and a birthday day off!
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Make an impact while developing your leadership skills in a supportive environment.
- Qualifications: Proven management experience and a passion for excellent customer service.
The predicted salary is between 36000 - 60000 £ per year.
We are TDS. We were established in 2003 to operate tenancy deposit schemes across the UK and to provide dispute resolution services in relation to tenancy deposits. We now operate tenancy deposit schemes in England and Wales, Scotland, and Northern Ireland from our head office in Hemel Hempstead and our other offices in Glasgow and Belfast. In 2022 we also launched the New Homes Ombudsman Service. We are collaborative and forward-thinking with our colleagues and customers at the heart of everything we do. With our proven success, it is necessary to expand our team to ensure the services we offer continue to make a difference.
This is a full-time, permanent position, that will be based at our TDS office in Glasgow. This position will follow our hybrid working policy of a minimum of 2 days a week in the office. The department is operational from 8am to 10pm Monday – Sunday, and you will be expected to work 35 hours on a rota, working 5 days over 7. We also offer enhanced pay for evening and weekend shifts.
Some of the key responsibilities include:
- Managing and leading a team of CSAs.
- Motivating, incentivising and engaging your team and the wider operation.
- Managing performance and absence levels of your CSAs.
- Conduct quarterly performance reviews, identifying areas for improvement based on insights gathered from monthly productivity and quality assurance assessments.
- Improve overall department efficiency and quality by identifying and implementing opportunities for process improvement.
- Recruit and train new team members, collaborating with the Team Trainer and other Team Leads to maintain and enhance training programmes.
- Reporting on daily, weekly and monthly statistics for the department.
- Address customer inquiries and complaints effectively while developing programs and procedures designed to enhance productivity and performance.
To be considered for this opportunity you must:
- Be able to demonstrate a strong commitment to excellent customer service.
- Have experience in handling employee relations and people management issues.
- Be able to manage multiple tasks simultaneously and prioritise a demanding workload.
- Demonstrate excellent written and verbal communication skills, along with proficiency in using applications such as Word, Excel and Outlook.
- Deliver 1 on 1 training and development.
- Have proven management experience.
TDS offers a plethora of benefits inclusive of:
- 33 days holiday including bank holidays
- BUPA Private healthcare
- BUPA Wellbeing cash plan
- Pension Scheme
- Additional day off for your birthday
- Plus many more!
To apply, please submit your CV and a covering letter outlining how your skills and experience match the person specification. TDS is committed to equality, diversity and inclusion in our workforce and to be truly representative of all sections of society and our customers.
Team Leader - Customer Service Operations employer: TDS
At TDS, we pride ourselves on being a collaborative and forward-thinking employer, dedicated to fostering a supportive work culture that prioritises our colleagues and customers. Based in Glasgow, our Team Leader role offers not only competitive benefits such as enhanced pay for evening shifts and comprehensive healthcare plans but also ample opportunities for personal and professional growth within a dynamic team environment. Join us to make a meaningful impact while enjoying a healthy work-life balance with our hybrid working policy.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader - Customer Service Operations
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TDS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TDS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Team Leader - Customer Service Operations
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TDS:Your cover letter is your chance to shine! Tell us why you want to work at TDS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TDS!
How to prepare for a job interview at TDS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
