Client Response Team Leader

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