Careers

Team Leader

Role summary

Due to the growth of the business, we are currently looking for a Team Leader to join our rapidly growing organisation.

We offer language services to clients in both the public and private sector and help to ensure that non or limited English speakers can access services such as NHS services, council services or private services.

We work with over 8,000 native linguists–both nationally and internationally–to cover over 450 languages and dialects in service to our clients.

Our Team Leaders know that engaging and coaching their team is critical to ensure that they are performing to the best of their ability and enjoying their time in work. You will organise and delegate team members workloads as well as monitoring them to make sure it’s done correctly.

Responsibilities

Defining objectives, evaluating trends, chooses a course of action where issues need to be addressed, and evaluating outcomes
Maintaining a quality service by enforcing quality and customer service standards, analysing and resolving quality and customer service problems, and recommending system improvements.
Creating reports to update the company on the team’s progress and performance
Build effective working relationships with stakeholders at all levels of the business
Delivering training, coaching and 121 sessions with your team
Manage the flow of day-to-day operations within your team and implement any emergency changes to ensure goals and objectives are achieved
Delivering engaging and effective team meetings and documenting these as required
Delivering effective communication, both written and verbal, to all levels within the business and ensure feedback is delivered to relevant parties.
Reporting to management on a regular basis
Be a point of contact for your team to answer any queries that they may have or authorisations that might be needed regarding their workload.
Resource planning of your team to ensure all KPI metrics are delivered
Completing ad-hoc requests from management where required

Skills/Knowledge/Behaviours

Excellent customer service skills
Experience working at team leader level
Excellent oral and written communication skills
Strong data analysis and Problem-solving skills
Good knowledge of Outlook, Excel, Word, PowerPoint.
Work as part of a team and independently
Ability to take instruction and carry out tasks efficiently and to a high standard
Developing standards

Team Leader

Role summary

Responsibilities

Skills/Knowledge/Behaviours

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