Team Leader - Northern Ireland

Team Leader – Northern Ireland

Are you an experienced leader in a contact centre environment? Ready for your next challenge?

We have an exciting opportunity within our Direct Services Management team for a Performance Leader, based in our Belfast office. This role will allow you to grow and develop others, achieve high performance, whilst also advancing your own career.

Why Coloplast?

Coloplast enables people with Chronic Conditions to live life to the full through its products and services.  Working closely with the people who use our products, we create solutions that are sensitive to their individual needs.

Our team loves swapping stories about how they have enabled different customers to live fuller lives and inspire us to create an even better consumer experience every day. We really do change lives! 

Our passion to make a real difference to people’s lives is what drives and unites us.

The Role

As a Team Leader, you will work 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. You will achieve excellent service levels through innovative solutions, highly trained staff, and a clear customer focus.

We seek someone passionate about making a difference, with the ability to lead a team and handle specific daily tasks. To be successful you will have leadership experience, the ability to learn and understand processes, and the confidence to recommend improvements.  You will ideally have contact centre experience and/or experience within the Healthcare sector.

The role -

You will role model behaviour to bring out the best in the team. You will plan and execute training, and engage and motivate the team to achieve both individual and organisational KPIs.  This position requires a strong partnership with our Belfast team leader to support the overall performance of the Belfast team.

Your responsibilities will include supervising service delivery team members responsible for inbound calls, web chat, emails and other task work, coaching your team to develop individuals and provide best-in-class customer experience. Overseeing office management and leading the People Cycle review for team members.  Providing subject matter expertise for business operations in Northern Ireland as well as leading ad-hoc projects linked to our annual business plan.

You will identify process and customer experience improvements, and conduct regular 1:1 meetings with performance summaries and a focus on long-term development.

Managing performance will be a key part of your role, including return-to-work meetings, absence management, probation reviews, and performance improvement plans. You will ensure team goals and KPIs are met, and drive quality conversations that exceed consumer and professional expectations while meeting commercial goals.

Daily workforce management will be essential to ensure efficient tasking. You will handle stakeholder management to improve business and resolve issues, and collaborate with the planning team to ensure service level delivery.

Engaging in continuous improvement activities, you will build a successful team through effective recruitment and onboarding. Regular and effective communication with teams about company and business unit performance and achievements will be crucial. Finally, you will develop and agree on a training strategy for the team.

Who are we looking for?

The ideal candidate will have experience in first-line leadership or management and be comfortable with having a remote manager. They should have a positive outlook with a proactive mindset, the ability to manage a variety of stakeholders, both internally and externally as well as being innovative and ambitious. Excellent forward planning and time management skills are essential.

We are looking for someone who is passionate about people, open and honest, and good at both receiving and providing feedback. They should create a culture of openness and continuous improvement, enabling individuals to succeed, learn, and develop.

The candidate should be a decision-maker who drives performance and a team player with strong interpersonal skills, empathy, and rapport. Setting high standards and ambitious goals is also crucial.

If you are ready to take on this exciting challenge and make a significant impact, we would love to hear from you! Apply now to join our dynamic team at Coloplast.

Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 16.000 people and with products available in more than 143 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things.

Coloplast is committed to being an inclusive organization, where people bring their differences to work each day, fulfil their potential and have a strong sense of belonging because – and not despite – of their differences. We therefore encourage all qualified candidates to apply regardless of gender, age, race, nationality, ethnicity, sexual orientation, religious belief or physical ability.

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