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Team Leader

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360 Resourcing Solutions

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Location:
United Kingdom , Birmingham

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

35685.00 GBP / Year
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Job Description:

At Ian Williams, people are at the heart of what we do, and we’re looking for a confident and supportive iwhub Team Leader who is passionate about delivering excellent customer outcomes and developing high‑performing teams. You’ll lead and coach a team within our iwhub, creating a positive, inclusive environment where colleagues feel supported, confident and clear about what good looks like. Working closely with operational teams and clients, you’ll play a key role in ensuring services are delivered efficiently, fairly, and with the customer at the centre of every decision. This is a great opportunity for an experienced people leader who enjoys coaching others, using insight to improve performance, and shaping a culture of accountability, wellbeing and continuous improvement.

Job Responsibility:

  • Leading, coaching and developing a iwhub team to deliver a consistent, customer-focused service
  • Monitoring performance, quality and customer feedback to identify risks, trends and improvement opportunities
  • Setting clear expectations through regular one-to-ones, coaching conversations and feedback
  • Managing resources, rotas and capacity to meet service demand while supporting colleague wellbeing
  • Acting as a point of escalation for complex cases and complaints, ensuring fair, learning-focused outcomes
  • Using data and insight to reduce avoidable cost, improve efficiency and support commercial decision-making
  • Promoting a culture of accountability, psychological safety and continuous improvement
  • Building strong relationships with operational teams and clients to improve service outcomes
  • Supporting recruitment, induction, training and ongoing development within the team

Requirements:

  • Experience leading or supervising teams in a customer focused or operational environment
  • A supportive, hands on leadership style with the ability to coach others through complex decisions
  • Confidence using performance data and insight to drive improvement and service quality
  • Strong communication skills, with the ability to build trust and influence across teams
  • A customer centred mindset, balanced with commercial and operational judgement
  • A proactive, organised approach and a commitment to continuous improvement
  • ILM Level 4 or working towards a recognised leadership qualification is desirable

Nice to have:

ILM Level 4 or working towards a recognised leadership qualification

What we offer:
  • Company profit share scheme
  • Enhanced pension or savings scheme
  • 31 days annual leave (inc. Public Holidays) plus buy or sell annual leave
  • Annual pay reviews
  • Life Insurance
  • Enhanced maternity/paternity pay
  • Training & development opportunities
  • Health and wellbeing support via Lighthouse Charity

Additional Information:

Job Posted:
May 15, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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