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Team Leader

coloplast.com Logo

Coloplast

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Location:
United Kingdom , Belfast

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Team Leader role within the Direct Services Management team, based in the Belfast office. The role involves growing and developing others, achieving high performance, and advancing your own career. The position requires working alongside current Team Leaders, the wider management team, and the Head of Service Delivery to ensure the highest levels of customer satisfaction, loyalty, and retention. The role is part of Coloplast, a company that enables people with Chronic Conditions to live life to the full through its products and services.

Job Responsibility:

  • Supervise service delivery team members responsible for inbound and outbound calls, emails and other task work
  • Coach team to develop individuals and provide best-in-class customer experience
  • Oversee office management
  • Lead the People Cycle review for team members
  • Provide subject matter expertise for business operations in Northern Ireland
  • Lead ad-hoc projects linked to our annual business plan
  • Identify process and customer experience improvements
  • Conduct regular 1:1 meetings with performance summaries and a focus on long-term development
  • Manage performance including return-to-work meetings, absence management, probation reviews, and performance improvement plans
  • Ensure team goals and KPIs are met
  • Drive quality conversations that exceed consumer and professional expectations while meeting commercial goals
  • Daily workforce management to ensure efficient tasking
  • Handle stakeholder management to improve business and resolve issues
  • Collaborate with the planning team to ensure service level delivery
  • Engage in continuous improvement activities
  • Build a successful team through effective recruitment and onboarding
  • Regular and effective communication with teams about company and business unit performance and achievements
  • Develop and agree on a training strategy for the team

Requirements:

  • Experience in first-line leadership or management
  • Comfortable with having a remote manager
  • Positive outlook with a proactive mindset
  • Ability to manage a variety of stakeholders, both internally and externally
  • Innovative and ambitious
  • Excellent forward planning and time management skills
  • Passionate about people
  • Open and honest
  • Good at both receiving and providing feedback
  • Creates a culture of openness and continuous improvement
  • Decision-maker who drives performance
  • Team player with strong interpersonal skills, empathy, and rapport
  • Sets high standards and ambitious goals
  • Leadership experience
  • Ability to learn and understand processes
  • Confidence to recommend improvements
  • Ideally have contact centre experience and/or experience within the Healthcare sector

Additional Information:

Job Posted:
February 10, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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