Customer Service Team Leader - Hitchin

  • £27025 - £28025 per annum, Benefits: Wide range of benefits including private healthcare and 25 days holiday (+ bank hols and birthday off)
  • Hitchin, UK

Customer Service Team Leader – Hitchin

Full Time (37.5 hours), Hybrid Position

Salary: £27,025 – could be negotiated DOE

Monday – Friday



Job Summary/Objective:

The Team Leader position is integral to our commitment to delivering an exceptional claimant experience and optimising the performance of our Hitchin Assessment Centre. This role offers a unique opportunity to lead a dedicated team, ensuring efficient operations, compliance, and a positive impact on claimants’ journeys.


Key Responsibilities:

Leadership Excellence: Provide strong leadership to a team of Administrators, fostering a culture of accountability, growth, and excellence.

Claimant-Centric Approach: Ensure that claimants receive timely and informative communication, resulting in a positive experience.

Operational Optimisation: Proactively manage Assessment Centre sessions to maximise productivity and the utilisation of Healthcare Professionals (HPs).

Resource Allocation: Monitor the arrivals board diligently to fill empty slots, optimising resource allocation.

Effective Decision-Making: Make informed decisions related to retractions and cancellations, improving overall operational efficiency.

Talent Development: Lead the onboarding and training of employees within the region, contributing to a skilled and capable workforce.

Compliance and Governance: Introduce and oversee a governance framework to ensure adherence to current guidance.

Process Improvement: Implement approved changes to processes and procedures, ensuring they are comprehensively followed and understood.

Escalation Handling: Serve as the initial point of contact for escalations at the Assessment Centre level, addressing issues promptly and professionally.


Qualifications and Skills:

  • Leadership Experience: Demonstrated experience in a leadership or supervisory role, showcasing strong managerial skills.
  • Communication Proficiency: Exceptional communication and interpersonal abilities are essential.
  • Team Management: Proven track record in managing teams and enhancing their performance.
  • IT proficiency: Confidence using a range of IT systems.


Job Details:

  • Work Schedule: Monday to Friday, 37.5 hours per week.
  • Compensation: £27,025 per annum.
  • Flexibility: Enjoy the flexibility of hybrid working arrangements.
  • Career Advancement: Opportunities for professional development and progression.
  • Employee Benefits: Access a comprehensive benefits package designed to support employee well-being.
  • 25 days holiday (+ bank holidays and birthday off), private health insurance, 24/7 virtual GP access, nation wide restaurant discounts.


How to Apply:

Feel free to apply directly or contact for more info!

Apply for this role: