Team leader Work, Jobs in Lasham, Ham (with Salaries)

Inbound Service Delivery Lead
Lifetime Legal Ltd —Wokingham
- Up to £36,000 a year
- Full-time
- Continuous improvement
- Organisational skills
- In-person
Quick apply
Veterinary Receptionist / Lead
Pawprints Vetcare Limited —Godalming
- £28,000 - £32,500 a year
- Full-time
- Customer service
- English
- Front desk
- Annual leave
- Employee discount
Quick apply
10d
Contract Team Leader
Tetra Tech —Basingstoke
- Monday to Friday
- Hybrid work
- Organisational skills
- Leadership
- Communication skills
Outdoor Education Lead
Amegreen Children's Services —Theale
- £25,000 - £30,000 a year
- Full-time
- Cooking
- Experience working with children
- Continuous improvement
- Free parking
- Employee discount
Quick apply
Warehouse Team Leader
Trio Logistics Ltd —Alton
- £15 an hour
- Full-time
- Forklift
- Supervising experience
- In-person
- Free parking
Quick apply
8d
Elderly Care Home - Team Leader
S.N.G Healthcare Limited —Alton
- £15 - £16 an hour
- 12 hour shift
- Medication administration
- Nursing home
- Mentoring
- Life insurance
Quick apply
Admin Team Leader
ICON UK —Reading
- £40,000 a year
- Full-time
- Administrative experience
- Continuous improvement
- IT
- Annual leave
- Employee assistance programme
Quick apply
10d
Therapeutic Pastoral Lead
Compass Schools —Bentley
- £14,204 a year
- Part-time
- School
- Annual leave
Youth worker/Project lead
The Kings Arms Youth Project —Alton
- £28,243 a year
- Full-time
- Mentoring
- Recruiting
- In-person
Quick apply
Planning and Optimisation Team Leader
Portsmouth Water —Havant
- £47,005 a year
- Computer literacy
- Team management
- Computer skills
- Annual leave
- Employee assistance programme
Quick apply
Telesales / Lead Generation Executive – New Business
Signal Global —Waterlooville
- £45,000 - £50,000 a year
- Part-time
- CRM software
- Business development
- In-person
- Free parking
Quick apply
5d
Team Leader - Alresford
Brandon Trust —New Alresford
- £15.57 - £16.53 an hour
- Supervising experience
- Team management
- Mentoring
- Employee discount
- Referral programme
Sales Operations Team Leader
TD Synnex —Basingstoke
- Full-time
- Hybrid work
- CRM software
- Sales
- Organisational skills
- Annual leave
H&S Team Leader
Once For All UK —Basingstoke
- Customer service
- English
- Continuous improvement
- Employee assistance programme
Quick apply
Team Leader
Liaise - Glebelands —Basingstoke
- £13.75 an hour
- Full-time
- Mentoring
- Communication skills
- Employee assistance programme
- Employee discount
Quick apply
RAFAKidz Odiham Early Years Coordinator – Quality Lead
RAFAKidz —Hook
- Full-time
- Management
- Experience working with children
- Mentoring
- Employee discount
- Referral programme
Client Care Lead - Home Care
Right at Home Solent & Southampton —Fareham
- Organisational skills
- Leadership
- Communication skills
Quick apply
Adult Community Services (Domestic Abuse) Team Lead - Maternity Cover
Your Sanctuary —Woking
- £35,500 a year
- Part-time
- Presentation skills
- Team management
- Data entry
- Annual leave
- Employee assistance programme
Quick apply
12d
Team Leader
Bliss Residential Care Ltd —Basingstoke
- £27,500 - £33,000 a year
- Full-time
- Medication administration
- Team management
- Mentoring
- Free parking
Quick apply
Customer Experience and Quality Lead
Healthcare Partners Ltd —Guildford
- £41,956 - £50,524 a year
- Full-time
- Continuous improvement
- Travel
- Communication skills
9d

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Inbound Service Delivery Lead

Lifetime Legal Ltd -
Wokingham

Quick apply

Job details

Permanent | Full-time
Up to £36,000 a year

Qualifications

Customer service call handling
Operations management
Inbound customer enquiry call handling
Employee relations case handling
Stakeholder liaison
Mentoring junior staff
Employee relations
Ticket management
Performance management
Continuous improvement
Continuous improvement cycles oversight
Risk management
Organisational skills
Management reporting
Customer support
Professional development mentoring
Root cause analysis
Leadership
Team motivation leadership
Communication skills
Internal quality assurance
Time management
Analytics

Full job description

Reports To

Service Delivery Manager

Purpose of the Role

The Inbound Service Delivery Lead is responsible for leading the day-to-day operational performance of the inbound team, ensuring exceptional customer service, achievement of service level agreements, high quality standards and regulatory compliance.

The role combines frontline people leadership with operational management and individual production, ensuring resources are effectively managed, colleagues are developed and operational performance is consistently achieved.

Key Responsibilities

1. People Management

Lead, motivate and develop a team of Inbound Advisors, creating a high-performing, accountable and engaged team culture that consistently delivers excellent customer outcomes.

Responsibilities include:

Lead, coach and develop team members through regular feedback, mentoring and performance conversations.
Conduct monthly one-to-one meetings with all direct reports, supported by weekly performance and wellbeing check-ins.
Deliver live coaching through call listening, side-by-side support, observation and immediate feedback to improve capability, quality and customer outcomes.
Complete a minimum of three quality call & ticket audits per advisor each week, providing timely, constructive and actionable feedback.
Analyse individual and team performance trends, identifying strengths, development needs and the root causes of underperformance.
Act as the first point of escalation for all performance, conduct, attendance and behavioural concerns within the team.
Manage informal and formal performance concerns in line with the Capability Policy, Absence Management Policy and Disciplinary Policy, ensuring issues are managed fairly, consistently and promptly.
Conduct Return to Work interviews following periods of absence, monitor attendance trends and implement appropriate support or formal processes where required.
Promote and monitor adherence to the Employee Code of Conduct, company values and expected standards of professional behaviour.
Support colleagues through probation reviews, development plans and performance improvement plans, ensuring clear objectives and regular follow-up.
Recognise and celebrate high performance, promoting engagement, accountability and continuous improvement.
Escalate complex employee relations matters to the Service Delivery Manager or People Team where appropriate.

2. Operational Efficiency

Manage the daily operation of the Inbound service to ensure customer demand is effectively managed and service levels are consistently achieved.

Responsibilities include:

Monitor real-time operational performance and identify emerging risks to service delivery.
Actively manage and prioritise workflow throughout the day to ensure optimal resource allocation and achievement of service level agreements.
Drive in-day and short-term team performance through effective coaching, operational intervention and workload management.
Monitor performance against agreed operational KPIs, quality standards and productivity measures.
Ensure achievement of all operational service level agreements, quality standards and productivity targets.
Complete daily operational reporting, including Daily Tracker statistics and hourly production updates, ensuring accurate and timely reporting of team performance.
Produce regular performance insights for the Service Delivery Manager, identifying trends, risks, root causes and recommending appropriate corrective actions.
Escalate emerging risks to service delivery promptly, providing clear analysis of underlying causes together with proposed mitigation plans.
Proactively identify and escalate capacity constraints, workflow bottlenecks, process inefficiencies and operational risks, supporting continuous improvement across the operation.
Foster a culture of operational excellence by encouraging accountability, ownership and continuous improvement within the team.
Ensure compliance with company policies, regulatory requirements and quality standards at all times.

3. Individual Production

Maintain an active operational contribution by completing Inbound casework alongside leadership responsibilities.

Responsibilities include:

Maintain an individual production target equivalent to approximately 40% of an Inbound Advisor's expected output.
Answer inbound calls and handle emails through our ticketing system accurately, efficiently and in accordance with regulatory and company requirements.
Deliver high quality customer interactions with our estate agents and clients.
Maintain personal quality, compliance and productivity standards.
Provide operational support during periods of increased demand to ensure service levels are maintained.
Lead by example through consistent delivery of quality, productivity and customer service excellence.

Key Performance Indicators (KPIs)

The Inbound Service Delivery Lead will be accountable for achieving team and individual performance against agreed business measures, including:

Agent Enquiries Inbound Calls Answered (Target <95%)

Customer Experience Inbound Calls Answered (Target <95%)

All Inbound Calls Answered within 30 seconds (Target <95%)

Agent Enquiries Inbox Freshdesk SLA (Target <98%)

Info Inbox Freshdesk SLA (Target <98%)

Team Call/Ticket Audit Accuracy (Target 90% of Advisors achieving 95% accuracy)

Individual Production Contribution (40% of Advisor Target)

Key Competencies

Passion for delivering exceptional customer service
Strong people leadership and coaching capability.
Performance management experience.
Excellent operational planning and prioritisation skills.
Data-driven decision making and analytical thinking.
Strong communication and stakeholder management.
High attention to detail and regulatory awareness.
Ability to make timely operational decisions in a fast-paced environment.
Commitment to continuous improvement and customer excellence.

Person Specification

Customer Service expertise
Excellent time management
Attention to detail
Problem solving
Display leadership
Target driven
Willingness to learn
Strong organisational skills
Decision making skills
Display leadership
Excellent written & verbal communication skills
Team player

Success Measures

Success in this role will be demonstrated through:

Consistent achievement of operational KPIs and service levels.
High levels of colleague engagement and development.
Strong quality and compliance performance.
Effective management of operational risks.
Delivery of individual productivity expectations.
Positive contribution to continuous improvement across the Inbound team.
Top of Form

The duties and responsibilities outlined in this job description are not exhaustive. The post holder may be required to undertake other duties that are reasonable, appropriate to the seniority of the role, and consistent with the needs of the business.

We are committed to providing an accessible recruitment process and encourage candidates to discuss any support or adjustments they may need during their application journey.

Pay: Up to £36,000.00 per year

Application question(s):

Is your commute within 45 minutes to Wokingham?

Experience:

call centre management: 1 year (preferred)

Work Location: In person

Quick apply

Refine Your Search

team leader jobs in lasham, ham

Inbound Service Delivery Lead

Veterinary Receptionist / Lead

Contract Team Leader

Outdoor Education Lead

Warehouse Team Leader

Elderly Care Home - Team Leader

Admin Team Leader

Therapeutic Pastoral Lead

Youth worker/Project lead

Planning and Optimisation Team Leader

Telesales / Lead Generation Executive – New Business

Team Leader - Alresford

Sales Operations Team Leader

H&S Team Leader

Team Leader

RAFAKidz Odiham Early Years Coordinator – Quality Lead

Client Care Lead - Home Care

Adult Community Services (Domestic Abuse) Team Lead - Maternity Cover

Team Leader

Customer Experience and Quality Lead

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