Team Leader

• 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

• Proven experience leading or supervising teams in a customer focused or operational environment, including essential experience in reactive maintenance scheduling and planning
• 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

ILM Level 4 or working towards a recognised leadership qualification is desirable

• Monthly bonus and 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