Call Centre Team Leader - £24,132.96

Are you passionate about call centre operations and dedicated to delivering exceptional customer service? Marston Holdings Limited has an exciting opportunity for a Customer Service Team Leader to join our Operations team on a full-time, permanent basis.

Elevate your career with us and be part of a team committed to excellence in every interaction! Marston Holdings Limited is the parent company of eight brand entities, each specializing in key areas of our overarching business. We are the UK's largest judicial services company and pioneers in clean air technology, offering services that support local and central government, utilities, and private sectors through market-leading, integrated, technology-enabled solutions from design and implementation to management and recovery.

The group currently has a revenue of £320m, employs over 5,000 staff, and has a network of 1,000 self-employed enforcement agents. Our operations span 21 services across several trading entities, primarily in the UK.

The Position & Key Responsibilities

The Team Leader (Operations) will lead a team of Customer Service Agents, ensuring they have the necessary skills to perform their duties effectively through ongoing development. The successful candidate will need excellent communication skills to maximize team efficiency and will be responsible for managing, motivating, and ensuring staff commitment through effective leadership.

• Monitor staff performance via KPIs, observations, and audits to identify development needs.
• Analyze productivity and quality trends, working with the quality team to implement improvement plans.
• Enhance team performance through coaching, training, and SMART objectives.
• Support team knowledge and skill development with assistance from Performance Coaches.
• Address poor performance using performance management techniques and disciplinary actions when necessary.
• Maintain effective communication through team briefings, 1-2-1 meetings, coaching, and training.
• Conduct biannual performance reviews, setting and reviewing objectives.

Person Specification

• Proven ability to manage and supervise a team.
• Strong analytical skills to interpret KPIs and manage performance.
• Experience in handling challenging situations.
• Excellent communication and organizational skills.
• Proficiency in Microsoft Office applications.
• Adaptability to change and new ideas.
• Effective planning, time management, and organizational skills.
• Team-oriented, capable of leading and collaborating.
• Decisive and focused under pressure to meet targets.

What’s in it for you?

• Salary up to £24,132.96
• Hybrid working arrangements
• Full-time contract: 37.5 hours/week
• Enhanced Maternity and Paternity packages (subject to eligibility)
• 26 days annual leave
• Health Cash Plan
• Staff benefits including discounts on shopping, travel, socialising, and wellbeing

If this sounds like the right job for you, please apply. New starters will undergo checks through the Disclosure and Barring Service and a County Court Judgment check. Employees are expected to keep the company informed of any personal circumstances changes.

We are an equal opportunity employer and value diversity. We consider all qualified applicants regardless of gender identity, ethnicity, religion, age, sexual orientation, disability, or other protected characteristics. We are committed to creating an inclusive environment for all employees.