Job Title: Team LeaderDepartment: TBCManagement Responsibility for: 18 SpecialistTravel Required: N/AReports to: ACCMLocation: GatesheadContract Type: PermanentGrade: TL (Grade TBC) The Role: You will be responsible for leading, coaching, developing and mentoring a team of Customer Service Agents, enabling them to succeed against qualitative and quantitative targets, whilst ensuring full compliance to all business and client rules and procedures. The successful candidate will be naturally results orientated with exceptional problem-solving skills. You will be expected to create a focused environment with a motivational culture to enable your team to develop and maximise their full potential. Role overview Managing a team of Customer Service Specialists, you will do this by ensuring a positive, productive and engaging team culture, through your ability to lead, inspire, motivate, coach and manage your people to deliver exceptional levels of quality whilst meeting all relevant operational and business targets. Through your leadership you will create a customer centric culture, ensuring that all team activities are focused on the effective delivery to the end customer and high levels of customer satisfaction: Coach and support team members through regular 1:1s and reviews to encourage people to realise their potential and to own and achieve their performance, quality and customer outcomes consistently Maintain effective control of all aspects of people management process