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Team Leader

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AO

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Location:
United Kingdom , Crewe

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

28653.00 GBP / Year
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Job Description:

As a Team Leader in Client Support, you’ll be right at the heart of how we deliver brilliant service every day. You’ll guide, support and motivate a team of advisors who look after our admin, email and telephone workflows — making sure everything is accurate, efficient and delivered with the AO sparkle. You’ll keep the team on track, jump in when things get tricky, and create a positive environment where everyone knows what "great" looks like and feels confident delivering it. You’ll be the go-to person for quality, performance, coaching and escalation support, helping your advisors grow while keeping our customers and partners happy.

Job Responsibility:

  • Leading and supporting a team of advisors across administrative tasks, email handling and telephone contacts, helping them consistently deliver their best work
  • Coaching advisors through regular 1:1s, performance reviews and ongoing development conversations
  • Creating a motivated, high‑performing team environment where people feel valued, supported and clear on expectations
  • Managing attendance and conduct in line with AO policies, always taking a fair and people‑first approach
  • Carrying out regular quality checks to ensure written communication, administration and data accuracy meet AO standards
  • Ensuring full process compliance so all work is consistent, efficient and customer‑ready
  • Owning daily work allocation to keep priorities clear, workloads balanced and SLAs on track
  • Managing escalations involving complex admin issues or errors, resolving them calmly, clearly and efficiently
  • Driving continuous improvement in accuracy, productivity and overall team delivery
  • Embedding a culture where ownership, quality and SLA performance matter every day

Requirements:

  • You’re an experienced people leader who enjoys coaching, developing and motivating others
  • You’re confident managing performance, attendance and conduct in a fair, consistent and supportive way
  • You have a strong eye for detail and take pride in quality, accuracy and compliance
  • You’re comfortable working with SLAs and understand what it takes to consistently meet (and exceed) them
  • You’re organised and confident juggling priorities, workloads and deadlines
  • You handle escalations calmly and take ownership of resolving issues end‑to‑end
  • You maintain strong knowledge of systems, tools and processes so you can confidently support your team
  • You’re motivated by continuous improvement and helping your team grow in confidence, accuracy and productivity
What we offer:
  • 25 days holiday (Excluding Bank Holidays)
  • At least 5% contribution pension scheme
  • Dedicated wellness initiatives that support your wellbeing, ranging from our 24hr employee assistance programme to subsidised gym membership

Additional Information:

Job Posted:
April 24, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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