Team Leader - SF Group

Leeds, Yorkshire

About the Job

We currently have an excellent opportunity for an experienced Team Leader to join an expanding organisation based in the centre of Leeds, this is a busy and demanding role where you will be responsible for managing and leading a team ensuring the produce the highest level of internal and external customer satisfaction, facilitate maximum team performance per month and to create a working environment in which staff retention levels are optimised.

Duties will include:

• Monitor appropriate system work records to ensure that all work is progressed to meet challenging productivity targets
• Monitor of individual performance, quality and productivity
• Ensure that the workload is equitably distributed within the team
• Effectively schedule, and manage, all breaks to ensure that the Team is adequately resourced at all times
• Management of holiday and absence in the team
• Act upon issues concerning performance, time-keeping, absence and holidays promptly and appropriately
• Update the team with changes in procedures
• Facilitate regular team meetings
• Conduct return to work interviews when Team members return to work following an absence
• Conduct all 12 week reviews for new Team Members
• Conduct monthly one to one review meetings for all Team Members
• Ensure that Personal Development Plans for all Team Members are developed, acted upon, maintained and reviewed
• Liaise with the departmental manager and in turn the Coach Trainer to ensure that all team members receive on-going coaching, training and development
• Be involved in the resolution of discipline/grievance/performance issues in line with the firm's policies
• Respond to client/service queries or complaints at the initial stages in line with the internal complaints procedure, maintain a complete and accurate file and submit reports as required in a timely fashion
• Understand all aspects of the process and where appropriate undertake tasks within the process

The following are essential:

• Experience of managing and leading a team of administration/customer service staff within a busy office based environment
• Ability to meet tight deadlines and targets & work under pressure
• Good team player, but, also ability to work on own initiative
• Good attention to detail
• Good communication and customer service skills
• Good organisational skills
• Good data input skills
• Experience of working in a high volume environment
• Previous administrative experience
• GCSE Maths and English (Grade C or above)

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