Operational Team Leader
Role Overview
The Operational Team Leader is responsible for leading the day-to-day delivery of operational and administrative services for key client accounts. The role serves as the primary point of contact for client enquiries, ensuring a high standard of customer service, accurate data management, and full compliance with client and company requirements.
The successful candidate will lead and support the Administrative Team, oversee client account activities, drive operational efficiency, and ensure service levels and performance targets are consistently achieved. This role requires a proactive leader with strong organisational skills, attention to detail, and the ability to build effective relationships with both internal and external stakeholders.
Location: Office-based PO15 5TT
Hours: Monday to Friday, 9:00am to 5:00pm or 08:30 – 16:30
Key Responsibilities
Team Leadership & Management
- Lead, motivate, and develop the Administrative Team to achieve business objectives.
- Allocate and delegate workloads effectively to ensure operational efficiency and service delivery.
- Monitor individual and team performance against key performance indicators (KPIs) and service standards.
- Conduct recruitment, onboarding, training, coaching, and performance reviews.
- Support employee development through regular feedback and continuous learning opportunities.
- Foster a positive, collaborative, and high-performing team culture.
Client Account Management
- Act as the primary operational contact for designated client accounts.
- Build and maintain strong client relationships through professional and proactive communication.
- Manage and resolve client enquiries, issues, and complaints in a timely manner.
- Ensure all client requests are handled within agreed service level agreements (SLAs).
- Escalate complex issues appropriately while maintaining ownership through to resolution.
- Coordinate and manage weekly client data updates and reporting requirements.
Compliance & Safety Administration
- Oversee the delivery of client Safety & Compliance programmes.
- Ensure mandatory training requirements are completed and reminders are issued as required.
- Administer driver management processes, including permit-to-drive and training module updates.
- Manage licence revalidation activities and ensure records are maintained accurately.
- Review and interpret information from GOV.UK and other authorised sources to ensure compliance and data accuracy.
- Ensure adherence to client-specific policies, regulatory requirements, and company procedures.
Operational & Reporting Responsibilities
- Monitor shared client communication channels, including telephone and email inboxes.
- Ensure accurate maintenance of client records and operational data.
- Produce and deliver client reports in accordance with agreed deadlines and company standards.
- Investigate and resolve data discrepancies and exception reports.
- Continuously identify opportunities to improve processes, efficiency, and service quality.
- Support senior management with operational reporting and ad hoc projects.
Governance & Compliance
- Ensure compliance with data protection, information security, and confidentiality requirements.
- Maintain a thorough understanding of client-specific controls and contractual obligations.
- Review and seek approval for any proposed changes to operational policies or procedures.
- Promote and enforce company health, safety, and quality standards.
- Act as the designated Office First Aider.
Key Skills & Experience
Essential
- Previous experience in a Team Leader, Operations Coordinator, Office Manager, or similar supervisory role.
- Strong leadership skills with experience managing and developing teams.
- Excellent organisational and workload management abilities.
- Strong customer service and stakeholder management skills.
- Excellent verbal and written communication skills.
- Proven ability to resolve issues, make decisions, and manage competing priorities.
- High level of accuracy and attention to detail.
- Experience producing reports and analysing operational data.
- Proficient in Microsoft Office applications, including Excel, Word, and Outlook.
- Ability to work independently and use initiative in a fast-paced environment.
Desirable
- Experience within a compliance, risk management, fleet management, or administrative operations environment.
- Knowledge of driver compliance, licence checking, or safety management processes.
- Experience working within SLA-driven client service environments.
Core Competencies
- Leadership and People Management
- Operational Excellence
- Client Relationship Management
- Problem Solving and Decision Making
- Communication and Influencing Skills
- Planning and Organisation
- Compliance and Risk Awareness
- Continuous Improvement
Why Join ADT?
This role offers the opportunity to lead a dedicated team, manage key client relationships, and play an important part in delivering high-quality operational services. The successful candidate will have the autonomy to drive improvements, develop their leadership skills, and contribute to the continued success and growth of the business.
We are a friendly team and offer the following benefits:
-Employee pension scheme
-Free on-site parking
-20 days' annual leave
-Development opportunities
Job Types: Full-time, Permanent
Benefits:
- Casual dress
- Free parking
- On-site parking
Work Location: In person
