Team Leader
other jobs Reed Talent Solutions
Added before 12 Days
- England,South West,Dorset
- Full Time, Permanent
- Salary not specified
Job Description:
Are you passionate about delivering exceptional customer experiences and leading teams to high performance? Do you thrive in environments where every day brings a new challenge—whether that’s high call volumes, complex casework or urgent, time-critical issues?
If you love supporting people, creating structure in fast-paced settings and helping others succeed, this role could be the perfect fit.
As a Team Leader within our Customer Service Operations, you’ll guide a team responsible for handling a mix of inbound calls, complex case progression and urgent mission-critical work. You’ll coach your team, manage day-to-day performance and ensure we deliver the service, speed and quality our clients rely on.
What Will I Be Doing?
You’ll lead a dynamic team working across multiple customer-facing workflows, ensuring excellence in speed, quality and service.
Key Responsibilities:
*Lead the day-to-day operation of your lane—whether that’s high-volume inbound calls, complex case progressing, or mission-critical customer-impacting issues.
*Ensure calls, cases and escalations are handled quickly, accurately and professionally.
*Coach team members to improve capability, confidence and decision-making.
*Maintain strong telephony performance, SLA adherence and real-time responsiveness.
*Guide the team through complex or high-risk situations with clarity and calm leadership.
*Partner with colleagues across Rapid Response, Bookings, Authorisations and Supplier Management to prevent delays and reduce rework.
*Monitor trends, investigate issues and identify opportunities for improvement.
Your leadership will ensure we complete urgent work at pace, manage high call throughput without sacrificing quality, and progress complex cases with accuracy and ownership.
Where and When Will I Work?
This is a full-time, permanent role based at our office in Poole.
You’ll work an 8-hour shift Monday–Friday, scheduled between 7am–7pm.
Why Join the Team?
We believe that people do their best work when they feel supported, valued and connected.
With an Employee Net Promoter Score of 9.14/10 and an internal eNPS of 66, our culture speaks for itself.
We celebrate wins together, invest in development and create a workplace where you can shine.
Just some of the benefits include: *Bonus Scheme – rewarded for your contribution
*Discounted Gym Membership
*Cycle-to-Work Scheme & Free Parking
*
If you love supporting people, creating structure in fast-paced settings and helping others succeed, this role could be the perfect fit.
As a Team Leader within our Customer Service Operations, you’ll guide a team responsible for handling a mix of inbound calls, complex case progression and urgent mission-critical work. You’ll coach your team, manage day-to-day performance and ensure we deliver the service, speed and quality our clients rely on.
What Will I Be Doing?
You’ll lead a dynamic team working across multiple customer-facing workflows, ensuring excellence in speed, quality and service.
Key Responsibilities:
*Lead the day-to-day operation of your lane—whether that’s high-volume inbound calls, complex case progressing, or mission-critical customer-impacting issues.
*Ensure calls, cases and escalations are handled quickly, accurately and professionally.
*Coach team members to improve capability, confidence and decision-making.
*Maintain strong telephony performance, SLA adherence and real-time responsiveness.
*Guide the team through complex or high-risk situations with clarity and calm leadership.
*Partner with colleagues across Rapid Response, Bookings, Authorisations and Supplier Management to prevent delays and reduce rework.
*Monitor trends, investigate issues and identify opportunities for improvement.
Your leadership will ensure we complete urgent work at pace, manage high call throughput without sacrificing quality, and progress complex cases with accuracy and ownership.
Where and When Will I Work?
This is a full-time, permanent role based at our office in Poole.
You’ll work an 8-hour shift Monday–Friday, scheduled between 7am–7pm.
Why Join the Team?
We believe that people do their best work when they feel supported, valued and connected.
With an Employee Net Promoter Score of 9.14/10 and an internal eNPS of 66, our culture speaks for itself.
We celebrate wins together, invest in development and create a workplace where you can shine.
Just some of the benefits include: *Bonus Scheme – rewarded for your contribution
*Discounted Gym Membership
*Cycle-to-Work Scheme & Free Parking
*
Job number 3607684
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Reed Talent Solutions
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