Job Title: EAP Team Leader Location: SheffieldSalary: Up to 30,000 per annum, depending on experienceContract Type: PermanentHours: Full time, 37 hours per week Role Summary The Team Leader in Operations is responsible for managing and supporting a diverse team that may include customer service advisors, back-office administrators, and outbound schedulers. This role ensures smooth daily operations, drives team performance, and upholds high standards of service quality. Central to the role are people management, operational efficiency, and compliance with service standards, all while fostering a positive and productive work environment aligned with organisational goals. Main Duties and Responsibilities Lead, coach, and support team members through regular performance reviews, identifying opportunities for growth and providing appropriate training. Monitor team metrics and KPIs such as response times, quality scores, and call handling efficiency. Develop action plans to enhance performance and meet targets. Ensure compliance with organisational standards, regulatory requirements, and quality expectations by conducting regular quality audits. Act as the primary contact for escalated issues, customer inquiries, and operational challenges, applying strong decision-making skills to maintain service continuity. Communicate team goals, expectations, and process updates clearly, and provide regular performance reports to your Line Manager. Knowledge, Skills, and Expertise