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Position:Team Leader
Salary: paying up to £30,000 plus on top bonus
Location: Hybrid - Norwich
Role Overview:
The Team Leader oversees a team, supporting Call Handlers and ensuring excellent service. Responsibilities include performance management, KPI monitoring, recruitment, scheduling, and staff training. This role involves one week of on-call support every five weeks, assisting with both team operations and high call volumes when needed.
Key Responsibilities:
- Team Leadership: Promote a positive work environment, motivate team members, manage performance and absence.
- Operational Oversight: Monitor KPIs, ensure compliance with TSA standards, and assist with staffing and cost management.
- Support & Development: Conduct appraisals, create improvement plans, and provide training.
- Call Handling Support: Step in during high volumes or emergencies to support call handling.
Benefits:
- 31 days of holiday (rising with tenure)
- Discounts on a variety of services and products
- 24/7 employee assistance program
- Pension scheme (up to 3% employer contribution)
- Free on-site parking
