T: +44 161 928 2533

F: +44 161 928 2566

E: info@dalanguages.co.uk

Statham House | Talbot Road | Stretford | Manchester | M32 0FP

Operational Team Leader

We are looking for an exceptional individual to join our rapidly growing organisation.

Due to expansion and the upcoming of new contracts we are currently looking for an Operational Team Leader to assist in continuing to expand an already successful booking team.

You will have the chance to join a highly ambitious, expanding private equity backed business with significant career value. Reporting to the Operational Manager and the Head of Operations, you will have real and rare opportunity to influence the business decision making by providing insight and analysis

We work with over 10,000+ native linguists–both nationally and internationally–to cover over 450 languages and dialects in service to our clients. These include local governments, NHS Trusts, Police and the Immigration Advisory Service, to name a few. We are extremely proud of our excellent client retention rate within the public sector.

About the Role

Full time, Monday to Friday, 9am – 5.30pm

Start date: ASAP

Salary: £20k – £24k

We require an able multitasker to join our team and the ideal applicant must be a dynamic individual who has the ability to work under pressure, is a great communicator and takes pride completing a task to a high standard. Experience in managing team of 5-7 people in a customer care role is preferred. Ultimately a team leader should build on creating an enthusiastic, willing team that actively aim to reach their goals effectively.  Your team should be flexible around your needs and be able to adapt their workload to allow the continued success of the team when under pressure.

Key skills

  • Communicate clear instructions to team members
  • Enforce clear expectations of your team as individuals and ensure this is met
  • Listen to team members’ feedback, action where possible and pass on to management if required
  • Monitor team members’ participation to ensure the training they have been provided is being put into use, and also to see if any additional training is needed
  • Developing a strategy the team will use to reach its goal
  • Manage the flow of day-to-day operations within your team
  • Promote team building
  • Encourage positivity and staff morale

Main Duties

  • Ensure office procedures are being followed
  • Take over training of new starters once initial training and induction has been provided by Booking Manager
  • Arrange team cover for holidays and sickness (Report to Booking Manager)
  • Report to the Bookings Manager with any areas of concern for staff performance
  • Provide reports to the Booking Manager in relation to team KPI’s
  • Ensure team are following good customer service for clients and liaising with client accounts team
  • Organising monthly/fortnightly topic presentations to highlight training issues, or refresher information
  • Provide additional training for staff members with any minor performance issues, for example inbox management
  • Enforce workflow processes to monitor team, i.e. inbox number checks, allocated times of day for team members to check admin emails and updating clients, colour coded emails for priority.
  • Promote good communication between team members to help each other out with bookings and work between themselves.  Assessing their own workloads and troubleshooting to resolve unaided.
  • Monitor your teams fill rates and ensure clients booking requests’ are being closed correctly
  • Respond to general team queries from booking coordinators
  • Monitoring station issues and finding solutions if any issues occur
  • Produce daily plan for next day work cover for absent staff

    If you think you match the description above and can bring enthusiasm, tenacity and a professional approach to work, Please email your CV to info@dalanguages.co.uk to apply! Applicants must be UK residents only.DA Languages is committed to the elimination of discrimination, be it direct or indirect, and will actively work with our staff and clients to ensure the equality of treatment for all, irrespective of age, gender, marital status, race, ethnic origin, nationality, disability, sexuality or religion.