Back Office Team Leader at Collinson

Purpose of the job

• To lead and manage Back Office team/s using effective work management principles, ensuring that behaviours consistently reflect company values. The role is accountable for delivering key outcomes by keeping performance standards, KPIs, improvement activities, and one-to-one actions on track and up to date.
• The Team Leader is responsible for allocating work, managing workloads, developing team members, and overseeing both individual and team performance. This includes resource management and ensuring quality and service standards are met through active performance routines and regular discussions. The role also involves contributing to process improvements, implementing solutions, and acting as a referral point.
• Role hours are contracted per week, and as stated within the “Contract of Employment”. From time to time, there will be requirement to work additional hours to meet business needs. These hours are not subject to overtime pay.

Key Responsibilities

• Produce plans that achieve targets and meet customer requirements.
• Communicate business and team objectives to motivate and gain commitment.
• Allocate work based on customer priorities and optimal team performance.
• Actively monitor and manage individual performance to ensure targets are met.
• Implement and maintain a comprehensive set of performance measures.
• Produce and analyse management information to assess performance.
• Continuously improve business processes and team capability to enhance service and manage costs.
• Maintain quality, regulatory, and procedural documentation and standards.
• Provide coaching and feedback to team members.
• Act as a referral point for technical issues and complaints.
• Identify and implement solutions for non-compliant or inefficient processes.

Knowledge, skills and experience required

• Proven track record in maintaining accurate KPIs and metrics to inform planning and decision-making.
• Strong understanding of how performance data influences client satisfaction, stakeholder engagement, and financial outcomes.
• Skilled in developing both daily and strategic plans aligned with business targets and service standards.
• Experienced in effectively matching resources to workloads, including proactive backlog management.
• Capable of aligning work allocation with individual strengths to maximise productivity and motivation.
• Adept at communicating plans, objectives, and progress clearly to drive team alignment.
• Utilises visual tools and concise updates to foster engagement and support collaboration across teams.
• Recognises and celebrates team successes while promoting a culture of shared learning.
• Applies structured performance management through regular feedback, coaching, and development.
• Uses quality and quantity metrics to ensure team compliance and competence.
• Identifies training needs and supports development initiatives to mitigate skill gaps.
• Interprets management information to assess and enhance team and individual performance.
• Monitors operational trends to anticipate changes in workload and staffing requirements.
• Identifies inefficiencies and non-compliant processes, implementing improvements where needed.
• Champions continuous improvement in service delivery, quality standards, and internal relationships.
• Brings hands-on experience in a team leader or supervisory role
• Demonstrates strong people management and coaching capabilities, leading by example.
• Communicates effectively and builds strong interpersonal relationships.
• Applies a data-driven approach to interpret metrics and drive performance outcomes.
• Maintains a calm, customer-focused mindset with strong problem-solving skills.
• Proficient in contact centre systems e.g. CRM platforms, and reporting tools.
• Comfortable operating in hybrid and regulated environments.
• Resilient and adaptable in fast-paced, dynamic settings.