Operational Team Leader

Description:

TM Legal, part of the innovative and tech-driven Perch Group, is seeking a dedicated and proactive Operational Team Leader to manage its expanding collections department. The organization leads with a mission to resolve debt ethically and efficiently, with a strong focus on empathetic, customer-centric engagement. Based in Manchester’s Spinningfields, this is an exciting opportunity to play a pivotal role in driving high performance and team development in a leading financial services organization.

Key Responsibilities:

• Manage a team of 8–13 Case Managers, ensuring both individual and team targets are met or exceeded.

• Oversee, coach, and develop staff through regular 1:1s, team huddles, and performance reviews.

• Monitor both inbound and outbound communications for quality, compliance, and effectiveness.

• Allocate workloads, manage team holidays, and ensure optimum resource availability.

• Lead performance evaluations, develop individual training plans, and recognize underperformance with supportive action.

• Implement team incentives and engagement initiatives to maintain high morale and productivity.

• Ensure compliance with company policies, procedures, and Treating Customers Fairly (TCF) principles.

• Contribute to the recruitment, development, and retention of high-performing team members.

Candidate Requirements:

• Strong organizational skills and attention to detail.

• Advanced computer literacy and analytical capabilities.

• Proven leadership and performance management experience.

• Excellent interpersonal and communication skills.

• High emotional intelligence and a people-centric management style.

• Ability to self-manage tasks and support team members in prioritizing workloads.

• Demonstrated ability to lead by example and drive team motivation.

Work Schedule & Benefits:

• Full-time role: 37.5 hours/week between 8:00 AM – 8:00 PM, Monday to Friday.

• Base Salary: £36,000 per year (~£3000/month).

• Performance Bonus: Up to 20% of annual salary (potential extra ~£600/month).

• Career growth with access to formal qualifications and on-the-job learning.

• Work from a brand-new office in Manchester’s Spinningfields.

• Inclusive and supportive work environment, offering wellness and professional development benefits.

Application Process:

• Stage 1: 15-minute video call with internal recruitment team.

• Stage 2: 45–60 minute interview with the hiring manager (face-to-face or video).

• Applications close upon reaching shortlist quota, so early application is encouraged.

• If you do not hear back within 3 weeks, assume the application has not progressed.