Team Leader in Birmingham

Team Leaders are people who can lead their teams to ensure they deliver the highest quality and standards of customer service when dealing with complaints.

You will build, lead and manage a high performing team of engaged and capable staff to exceed performance standards. In addition, you will manage all aspects of the team’s workload, monitor and analyse operational performance information, encourage good working relationships across Operations and work with Operational Management Team. You would also work with the People & Culture team to identify and address performance as well as behavioural or conduct issues within your team.

As a Team Leader you will need to be a source of information and guidance for your team and embed a learning and coaching culture, encouraging them to seek further information or guidance

Team Leaders are responsible for implementing the business strategy via line management and performance management of the people in their teams. They inspire their teams to effectively deliver operational performance against KPIs. The principal responsibility of a Team Leader is to ensure that the highest standards of customer service are achieved while delivering an efficient, quality service.

Team Leaders are the first point of contact for their teams and advise on how to deal with any aspect of our business process. Team Leaders exercise delegated decision making responsibility for some aspects of the Legal Ombudsman’s powers under the Legal Services Act 2007.

The role of the Team Leader is to

• Lead, motivate and support a high performing team of engaged and capable staff to exceed agreed performance standards.
• Be a role model for EDI strategy across the Organisation.
• Monitor all aspects of their team’s work to include sufficient workload to achieve desired output, quality standards maintained, achieve service levels and other performance targets.
• Create an inspiring team environment, both in person and remotely, with an open communication culture.
• Monitor and analyse operational performance information, suggesting and implementing changes to improve performance.
• Identify training needs and provide coaching.
• Celebrate and reward team and individual success.
• Ensure good relationships across the organisation, working effectively with colleagues to drive improved quality and customer experience.
• With support of Operations Management Team and HR, identify and address any performance, behavioural or conduct issues within their respective teams.

Essential Skills & Experience

Experience of working in a customer service environment delivering to a diverse customer base.

Leading teams of people or supporting colleagues to deliver against objectives.

Proven track record of monitoring, motivating, coaching and supporting the performance of team members.

Experience of quickly understanding and analysing complex material and advising others on approach.

Desirable Skills & Experience

Experience of using case management systems.

Experience in investigative principles and methods.

Experience in resolving complaints.

Project leadership

Essential Qualifications

English GCSE grade A – C (9 to 4) or equivalent