Team Leader

We are excited to announce an opportunity to join our team as a Customer Service Team Leader. In this role, you will be responsible for managing a team of up to 20 Advisors, providing day-to-day support and guidance to ensure they perform at their best. This position offers a fantastic chance to grow within a dynamic and expanding contract, working together towards a meaningful purpose.
As a Customer Service Team Leader, you will play a crucial role in developing and progressing your career while leading your team through effective performance management. Your goal will be to maintain a positive and motivated team environment, offering assistance and encouragement to help team members fulfil both individual and team-based responsibilities.
We are committed to building an inclusive and diverse workforce and particularly welcome applications from individuals who are from Black, Asian, and other ethnic minority backgrounds. This is a wonderful opportunity to make a significant impact and contribute to a diverse and supportive workplace.

Job title:

Team Leader

Job Description:

What you’ll be doing:

• Coaching and developing a team of customer service advisers to deliver excellent customer service

• Working with team members to meet customer needs in a responsive and efficient manner

• Managing escalated problems and performing root cause analysis of any trends identified to improve the customer experience.

• Drives employee engagement

• Ensures all KPIs are met

• Hiring, training, assigning, directing, and evaluating staff.

What we’re looking for:

• Previous managerial experience

• Self-motivated with the ability to think ahead

• Excellent time management and prioritisation skills

• Ability to train and develop team members to achieve stretch results in a fast-paced environment

• Excellent communication skills which can be demonstrated to relay information appropriately at all levels – to be able to avoid and deal with conflict

• Flexibility and resourcefulness

About Government Services

For more than 30 years Capita has been working across the public and private sectors, solving the complex challenges of our clients, increasing productivity, enhancing their use of technology and data, improving customer and public services and adding value to the UK and local economies.

Capita is committed to the local government sector and is the market leader in the delivery of Planning Resilience Services to Local Authority clients. We have worked with over 100 Local Authority clients nationwide, and have an outstanding track record of providing Development Management & Planning Policy and Consultancy services.

About Capita

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita’s 41,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.
We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.
A publicly listed business with adjusted revenue of £2.6bn, Capita’s areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions. We’re embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders

What’s in it for you?

• A competitive basic salary £30,000 - £35,000

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave

• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice

• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more

• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology

• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

Equal Opportunities

At Capita, we’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. We want everyone to have the best chance of succeeding as they move through their application and start their career with us. We are an equal opportunity and Disability Confident employer, we want to hear from you if you’d like to discuss any adjustments you might need during your recruitment process. Please email [email protected] or call 07784 237318 and we’ll get back to you to discuss. For more information about equal opportunities and the types of adjustments we can offer, please visit the Capita Careers website.

If you have a question that does not relate to adjustments during your recruitment process, please email our Talent Acquisition team - [email protected]

Location:

Home-Based - GBR

,

United Kingdom

Time Type:

Full time

Contract Type:

Permanent