Brookson is recruiting for Team Leader to our growing operations team. Reporting to the Head of Support Services within the wider Accountancy Services team, you will be responsible for overseeing the Onboarding, Customer Retention, Complaints and Credit Control teams ensuring the delivery of exceptional customer experiences in line with our Customer Commitment.
This role involves mentoring, guiding, and providing feedback to the teams of specialists, handling escalated customer issues, managing workload and performance to KPIs.
You will create an environment of trust, team work, accountability and continuous improvement, whilst inspiring and motivating the team as a whole, making it a great place to be.
We have offices in Warrington (our HQ), Bournemouth, and Coventry. Recently, we were acquired by People2.0, a global company specialising in workforce management solutions and global employment services, which means exciting opportunities for career development await you.
What will you be doing as a Team Leader?
Team Management & Leadership:
- Embed the Customer Commitment Framework in all customer interactions.
- Conduct performance reviews, provide feedback, and set improvement goals.
- Mentor, coach, and develop team members for accountability and succession planning.
- Monitor punctuality, and address disciplinary issues with HR.
- Hold 1:1 meetings and Annual Performance Reviews to set objectives and provide feedback.
Customer Support & Issue Resolution:
- Manage escalated customer issues and technical queries.
- Track customer feedback, celebrating success and improving customer experience.
- Stay updated on industry legislation to ensure service accuracy.
Performance Monitoring & Reporting:
- Collaborate with Quality and Reporting teams to manage productivity, address gaps, and allocate workloads.
- Produce reports for senior management on key KPIs and team performance.
Collaboration & Communication:
- Participate in meetings, providing reports and updates.
- Foster collaborative relationships across departments.
- Keep the team informed of business updates and KPIs, ensuring alignment with objectives.
- Work with stakeholders to identify customer engagement opportunities.
Continuous Improvement:
- Refine customer retention and onboarding processes, adapting to changes and feedback.
- Analyze service trends and work with departments to reduce customer churn.
- Optimize systems and processes for efficient customer service delivery.
What experience are we looking for in a Team Leader?
Essential Experience:
- Strong leadership and people management skills
- Excellent communication and listening skills
- Experience of coaching and developing people
- Demonstratable accountability and ownership
- Excellent customer relations skills.
- Problem-solving abilities with a focus on customer satisfaction
- Ability to handle pressure and manage multiple tasks simultaneously
Desirable Experience:
- Managed 10 or more individuals
- Project Management
- LEAN and waste management
- Knowledge on UK employment and contracting for Limited companies, Sole Traders and Umbrella/PAYE
- Previous experience working in an accountancy, financial services, shared services or a business processing background.
In Return for Joining us as a Team Leader
Here at Brookson, we want everyone to feel valued and have a sense of belonging. That is why we offer a wide range of benefits plus an internal commitment to all colleagues around communication, engagement, and professional development. The benefits for this role include:
- Salary up to £36,000, depending on experience
- Hybrid working after training
- 5% company pension contribution after 3 months
- 23 days' annual leave, plus bank holidays and your Birthday off each year
- 2 Press Pause days per year (An opportunity to step back, breathe, and focus on your wellness)
- Free Financial Advice including Mortgages and Savings..
- Wellbeing benefits including discounted gym membership, direct GP access, and an in-house Mental Health First Aid team to name a few.
Next Steps:
If you are interested in being considered for this opportunity, please apply with your CV highlighting your relevant skills in relation to the above criteria.
Regardless of the outcome of your application, all candidates will be contacted. If your application is successful, Vicky from our talent team will reach out to you within three working days to guide you through the next steps.