Operations Team Leader
Salary – £31,500 + Benefits
Location – Wandsworth, London, SW18 1UN
Working Style – Office based + Varying shifts.
Job Overview:
The Operations Team Leader plays a key role in ensuring the smooth and efficient functioning of daily operations at TLScontact. This position is responsible for supporting customer service agents, handling escalations, monitoring queues, and ensuring adherence to operational procedures. The ideal candidate will have strong leadership skills, problem-solving abilities, and the ability to manage customer interactions professionally.
Key Responsibilities:
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Act as the primary point of contact for customer service agents when applications require escalation due to issues or substantial difficulties.
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Monitor the queuing system throughout the day and re-organize staff as needed to optimize operations.
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Handle escalated applicant cases where necessary to ensure a smooth process and timely resolution.
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Manage special instruction cases from Embassies/Consulates and ensure they are handled as per provided guidelines.
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Oversee the refund process to ensure compliance with company policies and procedures.
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Generate end-of-day reports for clients and assist in the effective closing of operations when required.
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Escalate any issues or concerns to supervisors and the Centre Manager while providing suggestions for process improvements.
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Deputize for the Operations Supervisor in their absence, ensuring continued operational efficiency.
Required Skills & Qualifications:
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Previous experience in an operations or team leadership role, preferably in a customer service or visa application environment.
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Strong organizational and problem-solving skills.
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Ability to multitask and work in a fast-paced environment.
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Excellent communication and interpersonal skills.
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Proficiency in Microsoft Office (Excel, Word, Outlook) and other relevant systems.
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A customer-focused approach with a commitment to delivering high-quality service.
Preferred Qualifications:
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Experience in visa processing or government-related services is an advantage.
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Knowledge of queuing systems and operational workflow management.
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Fluency in multiple languages is a plus.
Why Join TLScontact?
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Be part of a global organization that values excellence in customer service and operational efficiency.
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Work in a dynamic and multicultural environment.
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Opportunity to develop leadership skills and grow within the organization.
If you are a proactive and detail-oriented professional looking for a challenging yet rewarding role, we encourage you to apply for the Operations Team Leader position at TLScontact.
At TLScontact, we are proud to foster an inclusive work environment where diversity is celebrated
and valued. We are committed to equal employment opportunities and pay parity, regardless of factors like race, religion, gender, or disability.
Please note that all successful applicants will be required to undergo an enhanced level
Criminal Record disclosure.
Join us on our mission to redefine global visa and consular services – apply now and embark on a rewarding journey with TLScontact!
Please note TLScontact is unable to sponsor those without permission to work in the UK, therefore any applicant must already have permission to work in the UK.
All successful applicants will need to apply for and pass a Criminal Record disclosure -
enhanced level.
Under The Immigration, Asylum and Nationality Act 2006, you must have the right to
work in the United Kingdom to be considered for this role.
Please find below our Privacy Notice for Recruits:
Operations Team Lead in London employer: TLScontact
At TLScontact, we pride ourselves on being an exceptional employer, offering a dynamic and inclusive work environment in the heart of Manchester. As a People Operations Specialist, you will have the opportunity to make a significant impact on employee experience while enjoying a hybrid working pattern that promotes work-life balance. Our commitment to professional development, diversity, and a collaborative culture ensures that every team member can thrive and grow within our organisation.
