Job Description

We are TDS. We were established in 2003 to operate tenancy deposit schemes across the UK and to provide dispute resolution services in relation to tenancy deposits. We now operate tenancy deposit schemes in England and Wales, Scotland, and Northern Ireland from our head office in Hemel Hempstead and our other offices in Glasgow and Belfast. In 2022 we also launched the New Homes Ombudsman Service. We are collaborative and forward-thinking with our colleagues and customers at the heart of everything we do. With our proven success, it is necessary to expand our team to ensure the services we offer continue to make a difference.

We have a new opportunity within our Operations team to join them as a

Team Leader.

This is a full-time, permanent position, that will be based at our TDS office in Glasgow. This position will follow our hybrid working policy of a minimum of 2 days a week in the office.

The department is operational from 8am to 10pm Monday - Sunday, and you will be expected to work 35 hours on a rota, working 5 days over 7. We also offer enhanced pay for evening and weekend shifts.

Some the key responsibilities include:

Managing and leading a team of CSAs. Motivating, incentivising and engaging your team and the wider operation. Managing performance and absence levels of your CSAs. Conduct quarterly performance reviews, identifying areas for improvement based on insights gathered from monthly productivity and quality assurance assessments. Improve overall department efficiency and quality be identifying and implementing opportunities for process improvement. Recruit and train new team members, collaborating with the Team Trainer and other Team Leads to maintain and enhance training programmes. Reporting on daily, weekly and monthly statistics for the department. Address customer inquiries and complaints effectively while developing programs and procedures designed to enhance productivity and performance.

To be considered for this opportunity you must:

Be able to demonstrate a strong commitment to excellent customer service. Have experience in handling employee relations and people management issues. Be able to manage multiple tasks simultaneously and prioritise a demanding workload. Demonstrate excellent written and verbal communication skills, along with proficiency in using applications such as Word, Excel and Outlook. Deliver 1 on 1 training and development. Have proven management experience.

TDS offers a plethora of benefits inclusive of:

33 days holiday inc bank holidays BUPA Private healthcare BUPA Wellbeing cash plan Pension Scheme Additional day off for your birthday Plus many more!
To apply, please submit your CV and a covering letting outlining how your skills and experience match the person specification.

TDS is committed to equality, diversity and inclusion in our workforce and to be truly representative of all sections of society and our customers.

Job Types: Full-time, Permanent

Pay: 29,565.57 per year

Benefits:

Company events Company pension Cycle to work scheme Health & wellbeing programme Life insurance Private medical insurance Referral programme Sick pay Work from home
Ability to commute/relocate:

Glasgow G2: reliably commute or plan to relocate before starting work (required)
Application question(s):

Do you have previous leadership or management experience in a customer service environment? Please provide brief details. Have you conducted performance reviews before (e.g., monthly or quarterly)? How confident are you in delivering one-to-one coaching, training and development sessions? Are you able and willing to work on a rota between 8am and 10pm, Monday to Sunday, working 5 days out of 7?
Work authorisation:

United Kingdom (required)
Work Location: Hybrid remote in Glasgow G2