Brook Street

Customer Service Team Leader

Brook Street
Kingston Upon Hull, East Riding of Yorkshire, England
£22000 - £27000 per annum
08 Jun 2018
06 Jul 2018
Jennifer Palmer
Contract Type
Full Time

We have a Team Leader opportunity available, working for a prestigious client of ours.

Have you got experience working as a team leader?

Are you ready for a new exciting challenge?

Please see below the amazing opportunity we have below;


  • You will be required to monitor appropriate system, ensure all work is progressed to meet challenging productivity targets.
  • Monitor of individual staff members performance, quality and productivity.
  • Ensure that the workload is distributed within the team.
  • Effectively schedule, and manage, all breaks to ensure that the Team is adequately resourced at all times.
  • To manage all holiday and absence requests in the team.
  • Deal with any concerning performance, time-keeping, absence and holidays promptly and appropriately.
  • Update the team with changes in procedures.
  • Team Meetings
  • Conduct return to work interviews when Team members return to work following an absence
  • 12 week reviews for new Team Members.
  • One to one review meetings for all Team Members.
  • Personal Development Plans for all Team Members are developed, acted upon, maintained and reviewed.
  • Liaise with the departmental manager and in turn the Coach Trainer to ensure that all team members receive on-going coaching, training and development.
  • Be involved in the resolution of discipline/grievance/performance issues in line with the firm's policies.
  • Respond to client/service queries or complaints at the initial stages in line with the internal complaints procedure, maintain a complete and accurate file and submit reports as required in a timely fashion.
  • Understand all aspects of the process and where appropriate undertake tasks within the process

Personal Qualities

  • Ability to meet tight deadlines and targets & work under pressure.
  • Good team player, but, also ability to work on own initiative.
  • Good attention to detail.
  • Good communication and customer service skills.
  • Good organisational skills.
  • Good data input skills.
  • Experience of working in a high volume environment.
  • Mortgage Knowledge would be an advantage.
  • Previous administrative experience.

If you feel you are suitable to all the above qualities, then please apply or email your CV to

Please note if you have not received a call from us regarding this application within 14 days, we are sorry to advise that you have not been selected to the next stage.