Job Description

Team Manager - People

SinglePoint Calls | Daventry | 27,000 - 32,000

4 on 4 off shifts | Full-time | Office based

About Us

SinglePoint Calls was founded in 2022, with a simple goal: to do telephone answering better.

Like many business owners, we once relied on a large answering service. At first, it worked. But over time, things changed, the service became rigid and impersonal, the costs kept rising, and the team stopped taking the time to understand our business.

The personal touch we needed as a business just disappeared. We knew there had to be a better way, but we couldn't find it... so we built it!

SinglePoint Calls began with just a few clients and a focus on doing things differently. Today, we handle over 40,000 monthly calls, messages and emails for businesses across sectors, from legal firms, property agents and healthcare providers to trades and tech companies. We've grown to a team of more than 45 PAs who share one mission: to support our clients as an extension of their team.

We don't just answer the phone. We offer Live Chat, Virtual Recruitment Screening, IT Ticketing, and Admin Support. We get to know our customers' business, represent them professionally, and go beyond message taking, helping their customers and adding value with every call.

The Job

We need an experienced Team Manager to manage our people across all our services. You'll manage teams covering telephone answering, live chat, virtual recruitment screening, IT ticketing, and admin support, making sure we continue to deliver excellent service.

You'll be responsible for our PAs, Team Leaders, and Go To Persons (GTPs), focusing on developing the team, keeping performance high, and maintaining our reputation. The role includes occasional evening shifts to support our evening and night shift teams.

What You'll Be Doing

Managing and developing teams across all our services Regular 1:1s and performance reviews with your team Handling staff absences, sickness and return to work interviews Sorting out shift scheduling and finding cover when people are off Dealing with conduct issues and disciplinary processes when needed Doing quality checks on calls and service delivery Taking calls yourself when required to keep within SLA requirements Handling customer complaints and escalations Working closely with Directors, Operations and HR / Learning & Development Working with other teams across the business Training new people and helping existing team members develop Making sure everyone follows company policies and procedures
What We Need

Essential:

Team Manager experience with proper people management responsibilities Solid people management experience - absences, disciplinaries, 1:1s, the works HR knowledge and understanding of employment processes Can handle customers and complaints Good with Microsoft Office Happy to work occasional evenings

Desirable:

Experience in a telephone answering service or contact centre Experience working in a 24 hour business Experience with shift scheduling
What You Get

Money & Benefits:

27,000 - 32,000 depending on experience 4 on 4 off shifts (8am-6:30pm) 28 days annual leave (works out to 21 days with 4 on 4 off shifts) with increases after probation Private healthcare after probation Employee Assistance Programme (EAP) Mental health support and counselling Free parking Electric car scheme

Why You'll Like It:

Variety across teams handling everything from telephone answering and live chat to virtual recruitment screening, IT ticketing and admin support across different sectors 4 on 4 off pattern with occasional evening shifts to support our evening and night operations (may change to Monday-Friday 8am-5pm in future) Direct impact on business growth and service quality Team culture that cares about work-life balance
Job Types: Full-time, Permanent

Pay: 27,000.00-32,000.00 per year

Benefits:

Additional leave Cycle to work scheme Employee mentoring programme Free parking Health & wellbeing programme On-site parking Private medical insurance
Work Location: In person

Reference ID: TM