Team Leader (ISG)

• Manage a small team of people, fostering professional development.
• Set clear and measurable objectives for the team, stretching individual performance.
• Carry out proactive performance management with the team, including one-to-ones, performance appraisals, training and coaching.
• Ensure the team is up-skilled and cross-skilled to support the wider team.
• Work in collaboration with other people managers to ensure consistency in approaches to line management.
• Make decisions in line with company policy and priorities.
• Complete administrative tasks associated with line management, such as processing leave requests and return to work interviews.
• Lead by example, showing personal enthusiasm and support for organisational strategy, objectives and goals, and acting as an effective role model for the team.

• Assign daily workload to the wider team, ensuring Service Level Agreements are maintained.
• Proactively review the team’s workload and resource capacity, flagging any concerns to Managers and Heads of Group.
• Motivate the team at both an individual and group level.
• Seek efficiencies and improvements in the way we work, presenting ideas and solutions to Managers.
• Deal effectively with daily issues or complex situations, such as IT issues or unexpected resource gaps in the team.
• Complete core workload such as message responses or reviewing applications, especially during busier periods or resourcing pinch points.
• Take responsibility for handling escalations, such as customer complaints, reassessments and more complicated evaluation cases or applications.

• Support the Quality Manager with the delivery of quality assurance processes, such as spot-checking and call assessments.
• Deliver training according to individual and group needs.
• Coordinate, and where possible deliver, new starter training.

• Abide by the Company’s policies and procedures and actively promote them with the team.
• Abide by the Company’s health and safety policies and procedures, considering your own health and safety and that of colleagues.
• Undertake any other reasonable duties as required.

• Strong time management and organisational skills, with the ability to manage their own and the team’s workload, meet deadlines and manage changing priorities.
• Ability to collaborate and add valuable input to Individual Services Group management discussions and initiatives.
• Excellent interpersonal, verbal and written communication skills.
• Ability to motivate at an individual and team level, adapting management and training styles accordingly.
• Strong analytical and decision-making skills.
• Ability to identify and handle complex performance and behavioural issues effectively.
• Excellent attention to detail.
• Highly IT literate, particularly in Word, Outlook, Excel and creating reports.

• Solutions-oriented, dealing with challenges head on and seeing them through to resolution.
• Able to work autonomously, with demonstrable confidence in having tricky conversations and managing people.
• Strives for continuous improvement and uses feedback as a positive tool for change.
• Driven by, demonstrates and proactively promotes company values.
• Friendly and approachable.
• Has a can-do attitude, is flexible and can adapt to changing priorities within a fast-paced environment.
• Passionate about excellent service delivery and customer service.
• Driven by improvements in others through coaching and mentoring.
• A confident decision-maker, able to show empathy while remaining pragmatic and adhering to company policies.

• Degree level qualification, comparable to Bachelor degree standard in the UK, or relevant professional experience.
• Leadership and management training, desired.

Please note: All applicants must hold a current permit or visa showing their right to work in the UK.

This role profile is intended to give an overall indication of the duties and responsibilities of this role but is not exhaustive and the job holder may be asked to perform other duties, which reasonably align with the general remits of their role and level of responsibility.