SeniorFull TimeEN
For 30 years Linaker has specialised in the creation and maintenance of tailor-made business environments. Having shaped workspaces for a wide range of businesses across the country, Linaker’s heritage lies in our ability to design and regulate unique spaces that truly work.
Linaker was founded upon three core values: trust, reliability and care. We are not just a service provider, rather an essential part of our clients’ architecture and, ultimately, an extension of your business, a part of one team.
ABOUT THE ROLE
We’re seeking an experienced Team Leader to guide, coach and develop a team of advisors across telephony and/or back-office operations. You’ll drive performance through effective quality assessment, day-to-day people management, and close monitoring of service levels—working collaboratively with stakeholders across the wider business to deliver an excellent customer experience.
WHAT YOU WILL BE RESPONSIBLE FOR
Coach, support and develop direct reports through regular 1:1s, feedback, call listening/work sampling and tailored development plans.
Complete quality assessments in line with an agreed quality standard, ensuring fair scoring and clear actions for improvement.
Manage day-to-day HR activities including sickness absence processes, wellbeing support, return-to-work meetings and performance management.
Monitor and manage service levels (telephony and/or back office), taking real-time actions to meet demand and minimise backlog.
Use MI to identify trends, risks and opportunities; implement actions to improve quality, productivity, compliance and customer outcomes.
Support operational planning activities such as rota adherence, schedule effectiveness, and coverage for peaks/holidays.
Escalate issues appropriately and contribute to continuous improvement initiatives across people, process and technology.
Work collaboratively with other teams and stakeholders to deliver shared goals and consistent customer experiences.
WHAT WE ARE LOOKING FOR
Previous experience in a Team Leader, Supervisor or leadership role within a contact centre (telephony and/or back office).
Proven coaching capability, with experience improving individual and team performance.
Experience completing quality assessments against a defined standard and using outcomes to drive development.
Confident managing sickness absence and performance processes in line with policy.
Strong understanding of service level management and using real-time data to make decisions.
Excellent communication skills with the ability to engage and influence stakeholders.
Organised, resilient and able to prioritise in a fast-paced environment.
Desirable
Experience with workforce management tools and rota/scheduling practices.
Knowledge of complaint handling, regulatory requirements or internal compliance standards (where applicable).
Experience supporting change initiatives and continuous improvement activities.
Experience in the industry or similar.
THE PACKAGE
Competitive starting salary with annual pay reviews.
Opportunity to earn overtime.
Plenty of opportunity for progression.
Full training by a supportive friendly team.
Auto enrolment in the company pension scheme.
Free parking but also accessible via public transport.
33 days holiday, inclusive of the 8 statutory bank holidays
Lots of fun with various team nights out and annual summer conferences.
Health care and medical insurance available after qualifying period.
Core Hours on a rotational shift pattern: Monday to Friday between 7:00am - 19:00pm with occasional weekend work
