Out of Hours Team Leader – Operations

🔥 12 hours ago

🇬🇧 United Kingdom – Remote

💵 £30k - £35k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 0%

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WNS

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1996

⚖️ Legal

📦 Logistics

📣 Marketing

Legal • Logistics • Marketing

WNS is a global business process management company that operates across 13 countries with over 66 delivery centers and employs more than 62,000 people. The organization is committed to inclusivity and diversity, fostering a unique culture of co-creation and continuous learning. WNS offers various career opportunities across the Asia Pacific, Europe, Africa, and the Americas, and prides itself on its transparent and merit-based recruitment process. As a leader in its field, WNS focuses on nurturing future leaders and decision-makers while maintaining a strong emphasis on social responsibility through initiatives like the WNS Cares Foundation.

📋 Description

• Lead, coach and develop a team of customer service and claims handling colleagues to achieve operational objectives • Monitor individual and team performance against SLAs, KPIs, quality standards and customer outcomes • Conduct regular one-to-ones, performance reviews and coaching sessions • Drive colleague engagement, wellbeing and development, creating a positive and supportive team culture • Manage attendance, performance, conduct and capability matters in line with company policies • Ensure resources are effectively utilised to meet customer demand and service requirements • Support the implementation of operational changes and business initiatives • Analyse performance data and identify opportunities for continuous improvement • Act as an escalation point for complex customer, client or operational issues • Work collaboratively with fellow Team Leaders, Operations Managers and wider support functions • Maintain high standards of compliance, quality and customer service • Support recruitment, onboarding and training of new colleagues when required • Lead operations across twilight shifts, evening work, weekend working and bank holiday coverage as required

🎯 Requirements

• Previous Team Leader, Senior Advisor or equivalent leadership experience within an insurance, claims, financial services, contact centre, or customer service environment • Demonstrable experience leading and developing teams in a fast-paced operational setting • Strong people management and coaching skills • Experience managing performance through KPIs and service-based targets • Excellent communication and stakeholder management skills • Ability to make sound decisions under pressure • Strong organisational skills with the ability to prioritise effectively • Adaptable and resilient, with the ability to respond positively to changing business demands • Enthusiastic and proactive approach to leadership • Natural ability to motivate and inspire colleagues • Strong problem-solving mindset • Positive role model who leads by example • Collaborative team player who supports peers and management teams • Customer-focused with a passion for delivering excellent service • Flexibility to work twilight shifts, evening work, weekends, and bank holidays where required • Desirable: experience within motor claims, insurance claims or TPA operations • Desirable: understanding of workforce planning, scheduling or resource management • Desirable: knowledge of FCA-regulated environments

🏖️ Benefits

• Access to employee benefits • Wellbeing support programmes • Friendly and collaborative working environment • Team culture valuing professionalism, teamwork, customer service, and continuous improvement