Case Handler Team Leader (Office) - #1129948

Guidant Global


Date: 1 week ago
City: Manchester
Contract type: Full time
Work schedule: Full day
Guidant Global

Guidant Global are currently seeking a number of accomplished Team leaders to join our growing teams. We are looking for individuals with experience training, leading, developing, and supervising team performance. Within this role you will oversee and nurture direct reports who are responsible for a variety of case handling duties, ensuring excellent service. As a Team Leader you pay a crucial role in training, onboarding, and recruitment of team members, supporting the Operations Manager.


Embracing flexible working, these roles have options for Manchester office based, hybrid or fully remote working.


What to expect as a Team Leader;



  • Support the training, onboarding, and recruitment of team members to ensure the maximisation of available resource.

  • Ensure teams are managed consistently and fairly in accordance with our policies, achieving the highest levels of employee engagement.

  • Support the operations manager to highlight operational risks and areas for improvement, make risk/impact assessments within existing processes and procedures.

  • Manage day to day activities, prioritise to deliver to SLA's and achieve KPI's.


budgets, service levels and business targets



  • Ensure that all customer complaints/queries are resolved or escalated through the appropriate channels.

  • Ensure all individuals are motivated, trained and developed to meet the quality and service requirements of the team. Monitor effectiveness of controls to ensure compliance of all team activity adapting and amending in line with future changes.

  • Investigate noncompliance, identify fault trends, and instigate remedial action where necessary. Participate in regular, proactive review of operation processes aimed at developing efficiencies that will support the growth of the business in terms of both revenue and client service delivery.

  • Working with the Quality Assessment team to support continuous improvement and quality obligations are met and regularly reviewed.

  • This roles creates a blend of internal and external interactions so an adaptable communication style will be key.


We'd love to hear from you if you have;



  • Notable experience in leadership and facilitating achievement of targets.

  • Strong interpersonal skills, including effective communication and relationship building.

  • Good problem-solving skills with focus on quality and attention to detail

  • Ability to work towards targets and plan own workload to meet business requirements and SLA's.

  • Customer focussed approach, dedicated to understanding the needs of customers and clients.

  • Evidence of commitment to exceptional service and building positive relationships

  • A background in case management leadership and the ability to work in a confidential manner with sensitive data would be desirable.


Guidant Global (BH4SF) is acting as an Employment Agency in relation to this vacancy.


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