TEAM LEADER

Card Services Team

Location: Office Based - Deeside, Flintshire

Hours: 20-25 per week, flexible working patterns.

Full training provided

Job Summary:

We are seeking an experienced and proactive Team Leader to oversee the daily operations of our card services team.

Team Leader Overview:

We are looking for a motivated Team Leader to oversee the operations of our processing and help desk team for id card schemes which provide support to individuals with disabilities applying to those schemes.

You will ensure that our card services team deliver outstanding service to customers and resolve enquiries related to the card scheme objectively and effectively.

You will also play a vital role in promoting accessibility and inclusivity across all interactions.

Full training will be provided.

Team Leader Key Responsibilities:

• Lead the day-to-day operations of the service desk team, ensuring efficient and effective service delivery.
• Set performance goals and monitor key metrics to assess team efficiency and customer satisfaction.
• Provide leadership and training to the team, fostering continuous improvement and objectivity.
• Act as the escalation point for complex customer queries and ensure timely resolution.
• Develop and implement policies, procedures, and best practices for the help desk.
• Ensure compliance with company policies, industry standards including GDPR, and regulatory requirements in all service desk operations.
• Attending and reporting at customer accessibility working group meetings.

Team Leader Requirements:

• Proven experience in a supervisory or leader role within customer service or support.
• A general understanding of the disability aspects of the Equality Act would be desirable.
• Strong communication skills, both verbal and written, with a customer-first mindset.
• Ability to manage and motivate a team effectively.
• Analytical skills to interpret performance data and implement improvements.
• Experience in using help desk software, ticketing systems or CRM tools would be an advantage.
• Problem-solving abilities, with a calm and professional approach to managing escalations.
• Knowledge of card schemes, payment systems, or related fields is a significant advantage.

Benefits:

• Competitive salary and company performance based incentive.
• Opportunities for professional development and career growth.
• A supportive and inclusive workplace environment.
• Flexible working hour patterns.
• Full training provided.