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