Team Leader - Gamma Business - #1698034

Team Leader – Gamma Business

A Bit About Us

At Gamma, we’re more than just a leader in Unified Communications as a Service (UCaaS) – we’re a dynamic, forward-thinking team revolutionizing the way businesses connect and communicate. We provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region, and we’re expanding rapidly to bring digital automation and Gamma-powered services to SMEs through a growing network of channel partners.

We move fast with a start-up mindset, but we have the stability of a leading European business. Our team thrives on collaboration, innovation, and the belief that diverse perspectives make us stronger. Join us, and you’ll have the opportunity to make an impact, grow your career, and be part of a company that celebrates inclusivity and fresh ideas.

Who are we looking for?

The role of Team Leader is responsible for the day-to-day leadership of their team and this will cover all aspects of performance, development, disciplinary actions and HR Duties.

The Team Leader is very much a ‘people’ leader, ensuring that all of our employees are fully supported with their training needs, development and future career progress. You will be a natural coach and will want to see your team members succeed and move on in their career.

The Team Leader is responsible for the effective operational function of their team and business area, ensuring we effectively deliver to the high standards of our business and provide the quality customer service partners expect from Gamma.

Team Leaders will work closely with their counterpart and specialists to maintain and develop all aspects of the team’s performance.

You will report directly into the Team Manager alongside a second Team Leader on all aspects of their team’s performance. You will be a skilled communicator and able to adapt your style to meet the need of the situation.

What will you be doing day-to-day?

• You will build a clear picture of each of team member’s performance on a monthly basis and you will ensure that feedback is given to each team member every month through 121s and QM sessions. You will work alongside your counterpart Team Leader, specialists and the jeopardy team to identify and support any knowledge and skills gaps or strengths through coaching/training as needed. This will feed into their ongoing development in conjunction with L&D team.
• You will be responsible for ensuring that your team members take ownership of their development and professional growth. You will work to make sure their coaching and training needs are met, putting responsibility in their hands. Your coaching skills will be invaluable in making this a success. You will support your team with career development plans and work with the Operational Managers to develop talent management and succession plans.
• You will be responsible for making sure the team effectively works to the demands all key workflows within your business unit. It is key that you monitor and maintain the productivity of the team to ensure workflows are met within relevant timescales to the standards we require. You will develop an appropriate set of monitoring and reporting tools, both real time and historic, to assist in effectively managing the function of your team.
• You will work with your team manager to make sure that suppliers and other 3 rd parties (externally and internally) are operating effectively to ensure we, and our customers, receive valuable service through the supply chain in support of our operational and product aims.
• You will support escalations and incidents in your area to ensure we protect our brand and mitigate the impact of service deterioration to our partners. You will work with the Jeopardy Manager to understand the causation of escalations and incidents to reduce reoccurrence.
• You will work with the specialists to make sure that your team members are embedded into the product release and maintenance cycles through value and other streams in our organisations. You will ensure that team member’s voices are carried through to and acted upon in the development and engineering communities as appropriate.
• You will champion the Gamma values and behaviours, ensuring that customer service skills are at the fore front of everything the team does.
• You will work towards reducing absence in the team, reporting monthly on progress and ensuring that all employees are fully supported. You will be responsible for recruitment of new agents for your team, working alongside the team manager and talent acquisition to ensure that recruitment undertaken in an efficient and timely manner.
• You will work as part of the overall Customer Operational team and where applicable support other teams to achieve the overall Operational goals, this may include supporting other workflows outside of your immediate team.
  
  
  

What you’ll need:

• Telecoms experience
• Customer services
• Gamma product knowledge – voice, data, porting/number management
• MS Office skills Customer service skills
• Communication – both verbal and written Team Leadership and people support
• Confident team leader
• Able to manage time and work under pressure to tight deadlines
• Able to manage the demands of numerous tasks
• Keen problem solver, with a natural instinct to find the root cause of issues and address them
• Diplomatic when faced with issues
• Ability to organize information/time effectively.
  
  
  

What do we offer you?

• At Gamma, we believe in work-life balance, which is why we offer 25 days of annual leave, plus an extra day off for your birthday. Giving back is important to us, so we also provide a volunteer day to support a charity that matters to you.
• Family matters, too. With enhanced maternity and paternity pay, we’re here to support you as a parent and help you thrive in your career.
• We offer a contributory pension plan to help you save for the years ahead, with Gamma’s contribution varying dependant on yours.
• Your well-being is our priority. We offer group income protection and life assurance (four times your salary) to ensure peace of mind for you and your loved ones.
• We want you to share in our success. That’s why we offer tax-efficient share save and share incentive plans, giving you the opportunity to benefit from Gamma’s growth.
• We’re committed to health, both physical and mental, and provide private medical insurance through Vitality, which extends to your immediate family..
• And, because we care about the environment, we offer an Electric Vehicle scheme through Octopus and a Cycle to Work scheme, making it easier to get around sustainably.
  
  
  

A few things to note

• Unfortunately, we can't offer visa sponsorship or relocation support for this role.
• This role is Hybrid from our Manchester office.
• If you feel you could be a good fit for Gamma but do not think that you meet all the requirements, we still encourage you to apply as you could be the person that we are looking for!
  
  
  

Gamma is an equal-opportunity employer. We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves. We value each person and their range of backgrounds and actively encourage people from underrepresented backgrounds to apply.

We don't discriminate based on any protected characteristics e.g., race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. We are a family-friendly employer with a culture based on trust, autonomy, and flexibility to help you create a work-life balance and enjoy working here at Gamma.

For recruitment agencies – we have a network of fantastic partners that support us in our hiring from time to time. We‘re not looking to increase that network currently, so please don’t send speculative CVs.

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