Due to business growth, we need a Team Leader to join our national team. As a Team Leader - North, you will assist the National Client Service Manager in the strategic leadership of a centralised Client Services team to manage the smooth operation from quote to invoice, while completing NCRs (Non-Conformances) across the business in a timely manner to support the overarching Rock business plan.

Staff Management & Development

• Leadership of the southern team with travel for team meetings and 1-2-1's as required
• Contribute to the overall business strategy, leadership, values, culture and decision making
• Help drive the vision and strategy of the client services team within your region
• Provide leadership to the CSEs in all elements of team management to include - the recruitment and onboarding of staff to ensure each team is working
• efficiently across the region
• To carry out performance and development reviews, identifying training needs across your cross functional work and help with organising training of employees as required to drive the business strategy and plan
• Responsible for productivity of the regional CSEs, ensuring targets are delivered and monitored while also influencing cross functional teams to do the same
• Support with the reporting needed to the Director of Operations regularly with SLA & KPI performance of teams to help drive client satisfaction and operational delivery

 Client Management

• Proactively supports clients by answering enquiries and ensures clients are kept up to date on progress and are provided with in-depth performance packs on a monthly basis
• Support the National Client Service Manager to keep Account Managers informed of all activity, queries and issues in relation to their accounts and support them to take the appropriate next steps
• Act as an escalation point for regional queries for our clients

Communication

• Help the National Client Service Manager provide insight/actions to other operational functions as required to ensure we drive performance across the business.
• Support with providing key data and information to relevant stakeholders -including the SLT
• Aid cross functional communication to ensure smooth progress of jobs from beginning to end and identify any areas for improvement
• Build and maintain professional working relationships with all clients to aid client retention.
• Deliver cross functional projects and ensure all relevant stakeholders are informed of progress and key next steps and actions
• The ability to travel regionally on a regular basis to deliver coaching and client liaison as and when is required

Commercial

• Timely process of cash management from quote to invoice through remote management of a regional team
• Minimising debt greater than 30 days across your region.
• Support the production of individual client/internal stakeholder pack to show performance and profitability and produce on a monthly basis
• Support the delivery of cross sales and client retention target and communicate to the board and SLT on a monthly basis
• Spot opportunities for upselling and cross selling across the contracts and support the account managers business plans.
• Aiding the effective cash management flow to support budgets and Rock's overall business plan.

Safety

• Communicate standards and any information required from your line manager to the relevant team members.
• Take responsibility for your own health and safety and adhere to all the Company health and safety procedures and policies.
• Identify and escalate any hazards or near misses in line with the Company's reporting procedures.

 Operational Optimisation

• Aid the delivery of robust processes which ensure the maintenance and integrity of EPIC
• Recommend/deliver improvements to working practices.
• See problems as challenges and helps solve them
• Able to prioritise multiple and varied challenging situations and lead a regional team through any change
• Able to work to deadlines and multitask with a remote regional team.
• Willingness to help; assist other divisions as required

Company Benefits:

• Company events & fun days
• Company pension scheme
• Referral programme
• Sick pay
• 25 days annual leave plus bank holidays
• 24/7 Employee Assistance Programme

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