Job details

Are you an experienced Team Leader looking for that next career move for the New year?    Well read on!

Role: Team Leader   Department: Training /Course Planner 

Location: Bedfordshire     Salary: circa £35,000 plus benefits 

Days/Hours of Work: Mon-Fri  from 8am-6pm (35 hours pw)

Company Overview: a hugely established and recognised brand that really does have fun whilst they work, making them a Sunday Times place to work!

To ensure customers receive an excellent customer experience at all times through the effective management of a team of Training Administrators. To continually seek ways of improving the experience for customers across all areas of responsibility. You will be leading and supporting a team of circa 10 administrators in a positive can do manner always leading by example and having fun along the way.

  • Plan, implement and maintain the annual course schedule 
  • Ensure all customer service targets are achieved through the effective day to day management of the team.
  • Ensure all team and individual objectives are set; understood; measured and feedback on performance given through regular team and 1-2-1 meetings.
  • Empower the team to deliver the best customer service possible.
  • Provide management reporting on the performance of the team both collectively and individually.
  • Ensure the quality of service targets are met by the team through effective feedback, coaching and mentoring.
  • Allocate and monitor workload across the team to ensure customer service targets are achieved at all times.
  • Assist with the recruitment and training of new members of the team.
  • Ensure all agreed processes and procedures are followed.  
  • Ensure engagement of the team, measured through the Best Companies or other employee engagement process, improves year on year.
  • Manage and resolve escalated customer issues and queries where necessary.
  • Manage, support and mentor the team ensuring that all HR policies and procedures are adhered to.
  • Undertake any other duties as appropriate within their competence as required from time to time.

So Who are We Looking For?
To perform this role you will need the following:
  • Experience of managing and leading a team within a customer service environment
  • Enthusiasm and drive to constantly improve the customer experience; looks for better ways of doing things for the benefit of the business  
  • Excellent written and verbal communication skills, with the ability to build relationships with people at all levels, both internally and externally
  • Excellent organisational and time management skills, with the ability to work under pressure, prioritise own workload and meet strict deadlines
  • Self-motivated with the ability to use own initiative and work with minimum supervision  
  • Passion for delivering excellent customer service, and goes the extra mile to exceed customers’ expectations
  • Motivates the team and encourages high performance
  • Provides excellent leadership and understands how we can win with our people
  • Coaching skills with the ability to develop the team, to help them become the best that they can be
  • Excellent IT skills including ability to use Microsoft Office applications, including databases and spread sheets
  • Understanding of the Awarding Organisation’s i.e. City & Guilds, apprenticeships system and procedures including Internal Quality Assurance.
  • Understanding of Salesforce system
  • Ideally a professional qualification in Customer Services (though not essential - it's all about the experience)
This role is being interviewed in the New Year so if you beleive it's the role for you, then please send your CV to James Newbury Appointment asap - it may just be your new year career move!


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