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Call Centre Team Leader

Location: Inverness

Are you a natural leader with a passion for customer service?

We have an exciting opportunity for a full-time, permanent Customer Service Team Leader to join our Operations team!

As a Team Leader, you will play a pivotal role in guiding and developing a team of Customer Service Agents, ensuring they have the skills and support needed to excel in their roles. You will be responsible for managing performance, analysing KPIs, and driving continuous improvement to meet all SLAs and KPIs.

What you will be doing:

Leading, motivating, and developing a team of Customer Service Agents
Monitoring performance through KPIs, observation, and auditing
Implementing individual and team-based action plans for improvement
Conducting regular one-to-one meetings, coaching sessions, and performance reviews
Ensuring effective communication and collaboration within the team What we are looking for:

Strong team management and supervisory skills
Experience in analysing KPIs and managing performance
Excellent communication, planning, and organizational skills
Ability to handle difficult situations and remain focused under pressure
Proficiency in Microsoft Office applications What's in it for you?

Full-time, permanent role (37.5 hours per week)
Office-based position with a supportive team environment
Enhanced Maternity and Paternity Package (subject to eligibility)
Health Cash Plan and benefits, including discounts on high street and online shopping, travel, socializing, and wellbeing If you're ready to lead a team and make an impact, apply today!

Marston Holdings Limited is a parent company formed of eight brand entities that each specialise in key areas of our overarching business. In a nutshell, we are the UK's largest judicial services company and pioneers in clean air technology, offering services that support local and central government, utilities, and private sectors through the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery. The group currently has revenue of £320m, employs over 5,000 staff and has a network of 1,000 self-employed enforcement agents. The business operates 21 services across several trading entities, primarily in the UK.

Please note: New starters will be subject to clearance through Disclosure Scotland and a Court Decree check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change.

We are an equal opportunity employer, which means we'll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we're committed to creating an inclusive environment for all employees