EO Team Leader (Leeds & Edinburgh)
| Posting date: | 30 July 2025 |
|---|---|
| Salary: | £29,115 per year |
| Additional salary information: | £29,115 |
| Hours: | Full time |
| Closing date: | 10 August 2025 |
| Location: | Leeds |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 418641/2 |
Summary
Inclusive and diverse teams are important to us. We welcome and encourage applications from everyone, including groups underrepresented in our workforce. The Insolvency Service strives to ensure that the agency is a safe, inclusive, and welcoming place for everybody to bring their true self to work and to help the agency to achieve its diversity objectives. We have 10 active employee network groups available to join or become an ally, these include, Carers Network, Disability & Health, FACES Network Group, Grass Roots, LGBT+, Mind Matters, No Limits, Part Time Workers, The Shed, and Women’s Network Group.
We offer full-time, part-time, job share and flexible ways of working. We value capability, technical skills and experience and we place great emphasis on lifetime development to support our people. We encourage our employees to become more involved in areas they feel strongly about, whether it be for the benefit of the agency, though our Engagement network or in their own local communities via volunteering opportunities.
The Insolvency Service is a great place to work, learn and grow your career!
The position of Contact Function Team Leader presents an exciting opportunity for a motivated individual to engage in a contemporary method of managing email and telephone communications, along with other potential customer interaction channels.
This role equips the selected candidate with essential training to deliver a professional service to all customers reaching out to the Insolvency Service.
The Contact Function Team Leader will be responsible for providing leadership, guidance, and support to a team of Contact Function Agents who are tasked with delivering exceptional frontline customer service.
In accordance with the agency's One Service initiative, the successful candidate will also be tasked with assisting other directorates in the responsibilities outlined below, as well as undertaking additional duties appropriate to their grade as directed by their line manager.
The successful applicant will be required to:
- Manage the day-to-day operations of the customer service team.
- Encourage and support their team by ensuring relevant training and support is in place.
- Actively manage performance in line with key performance indicators.
- Deliver key operational messages to their team, ensuring understanding.
- Produce quality audits for all streams of work on all business areas monthly for each agent.
- Provide regular and meaning full feedback from quality audits and identify trends to inform learning and development plans.
- Work with other EO team leaders to ensure SLAs are met: 95% of calls answered, 85% answered within 2 minutes; respond to emails within 2 working days.
- Play an active role in raising the profile of CST across the wider agency.
- Follow all HR processes, including attendance management and performance management.
They will also:
- Ensure that the Team Information Board (TIB) is updated on a daily basis to show team performance, resource and capacity issues.
- Ensure that team are aware of the TIB information and involved in formulating solutions.
- Be flexible and work across multiple contact teams as required by the management team.
- Keep up to date with technical knowledge and ensure staff have the knowledge and skills to provide an excellent customer experience.
- Encourage and coach staff to identify ways to continually improve performance and customer experience.
- Understand failure demand and work on processes to improve our service to customers.
- Work in line with the agreed call reduction strategy in identifying avoidable calls and to take positive action to reduce call volume.
- Interpret and analyse call data, identify and proactively acting upon abnormalities and trends and reporting upwards to the unit manager as required.
- Conduct ongoing reviews of procedures and work practices and manage the implementation of new initiatives and legislation.
- Ensure performance monitoring tools are in place and are effectively utilised, including ensuring the office allows for clear, visual displays of current work priorities.
- Coach the team in problem solving skills as part of their everyday work.
- Monitor staff performance and provide regular feedback in accordance with the Performance Management and Reward and Recognition systems.
- Ensure consistent standards are applied and that good ideas and creativity are encouraged and rewarded.
- Monitor the progress and quality of the work of team members on a daily basis against the standard of expected performance and provide prompt and constructive feedback.
- Conduct scheduled and ad hoc 1:1's with each team member to feedback on individual performance and conduct. Performance standards to be reviewed at least once a year.
- Identify unacceptable conduct and poor performance, discuss the cause(s) and agree ways of improving performance in line with policy and guidance. Identify and tackle unsatisfactory attitudes and conduct promptly and implementing Performance Improvement Plans and taking appropriate action as necessary.
The Team leader role includes a shared responsibility for meeting SLAs internal, CST goals, and projects aims. They will:
- Complete daily checklists.
- Attend and contribute to stand-ups, training & development and team meetings.
- Support WFM team to tackle ineffective behaviours.
- In conjunction with WFM, reallocate resource to give the best opportunity of meeting demand.
- Support RTM role by undertaking Live Monitoring (when required).
- Provide Technical support to team members, including supporting longer calls and live complaints.
- Investigate and respond to complaints.
- Support and contribute to delivery of change within CST.
Proud member of the Disability Confident employer scheme