Job Description
Role: Administration Team Leader (Professional Services)
Location: Leamington Spa (on-site 5 days per week with potential to work one day from home after probation)
Salary: £30,000 plus Benefits
Key skills: Team Lead / Management, KPI performance reviews, 1-2-1’s, preparing performance reports for management
Our Client is a highly regards professional services business in Leamington Spa. They have an excellent work environment / culture and are seeking an efficient and collaborative Administration Team Leader to lead a small team of Administrators processing a high volume of administration and customer communications in a busy financial services setting.
Typical duties include:
- Recruiting, inducting, leading and managing a busy administration team to ensure the highest levels of performance always.
- Delivering effective 1-2-1, performance improvement plans, personal development plans.
- Manage the achievement of individual staff members, team and overall department SLA’s and targets providing on the job feedback, technical and customer support.
- To ensure that all aspects of regulatory compliance are adhered to and excellence in both customer and client service is consistently achieved
- To ensure that the team operates within all set KPI’s, and any breaches are identified and reported to senior management.
- Develop, implement and run departmental and team incentives which drive performance and morale where applicable.
- Presentation of management communications to team members
- Handle escalated calls / manager calls where necessary and therefore dealing directly with the customer and their circumstances
- Interviewing and training new members of the team
Person profile:
- 2+ years’ experience in a Team Leader role within a call centre type environment, responsible for performance reviews, 121’s, team recruitment, team management and team performance.
- Excellent attention to detail
- Strong verbal, written and numerical communication skills.