Team Leader, Management

We epitomise the values of being bold, insightful, energetic, and curious. Embracing calculated risks, thinking deeply, bringing enthusiasm, and constantly seeking knowledge. These values fuelour innovative spirit, drive our growth, and enable us to make a positive impact on our stakeholders.

** Role Summary
** The Team Leader is a key management role within our Cardiff city centre contact centre operations team. You will lead and manage a team of advisors, coaching and developing them to deliver great customer outcomes in a timely and compliant manner, to ensure high levels of customer satisfaction. The role also involves operational oversight, monitoring key performance indicators (KPIs), and identifying and implementing process improvements.

* ** Team Management** – Lead, support, and motivate a team of customer service representatives to achieve both individual and team goals. Carry out regular performance reviews, provide clear and constructive feedback, create development plans, and foster a positive, collaborative team culture. Lead by example and address employee relations matters in a timely and supportive way.
* ** Communication** – Build strong, open communication with direct reports through regular 1:1s, buzz sessions, team meetings, and online channels. Share updates clearly and promptly, ensuring conversations cover wellbeing, performance, conduct, development, and career progression.
* ** Customer Service Excellence** – Champion excellent customer service by monitoring quality, resolving escalated queries and complaints promptly, and working within regulatory guidelines. Continuously look for ways to improve the customer experience and satisfaction levels.
* ** Performance Monitoring** – Regularly review team performance across key metrics such as call handling times, customer satisfaction, and resolution rates. Identify opportunities for improvement, take corrective action where needed, and share clear performance updates with senior management.
* ** Process Improvement** – Proactively identify ways to improve contact centre processes, working closely with cross-functional teams to streamline workflows and enhance service delivery, while keeping aligned with industry best practice.
* ** Training and Development** – Support team growth by delivering training, coaching, and ongoing development. Stay up to date with products, services, and technology, ensuring the team feels confident, informed, and capable.
* ** Resource Management** – Work closely with HE Planning to ensure schedules are followed, workloads are balanced, staffing levels are maintained, and customer demand is met while sustaining service levels.

** What we are looking for from you
** Proven experience in a leadership role, within a contact centre or customer service environment. Strong proficiency in using contact centre software and CRM systems.

Strong leadership skills to manage and motivate a diverse team. Commitment to providing exceptional customer service and enhancing the customer experience. An ability to analyse performance data and identify trends and areas for improvement.

Excellent verbal and written communication skills for interacting with team members, customers, and senior management. A strong ability to manage multiple tasks and prioritize effectively. Flexibility to adapt to changing customer needs and business requirements. Health and Wellbeing – Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover.

Flexible Benefits – The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more. Our people and platforms connect businesses with markets, engage customers with their investments and allow organisations to grow and transform.  Our vision is to help businesses and individuals succeed, creating positive experiences for the millions of people who rely on us for a sustainable future.

We provide share registration, deliver services for reward and benefits and develop solutions for customer management in regulated industries.  Our work with some of the most significant organisations in the UK and US means we engage with 29 million of their shareholders, pensioners and employees.
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