Team Lead

• Provide day-to-day management of the Service Desk function for a subset of customers
• Drive the meeting of customer SLAs and exceptional customer service
• Ensure tickets are logged accurately and call queues are managed efficiently
• Discover and diagnose customer issues effectively
• Undertake weekly reviews of team call queues
• Lead and attend weekly Service Desk meetings
• Performance-manage 1st and 2nd line support technicians, including appraisals, objective setting and 1:1 reviews
• Ensure staff receive appropriate training and develop personal development plans
• Manage the Service Desk rota for early, late and weekend shifts
• Drive continuous improvement through Incident Management, Change Management, Problem Management, Information Security and Knowledgebase practices
• Own escalation of P1 and P2 incidents and expedite issues to relevant teams
• Provide leadership and mentoring to the Service Desk Team

Service Desk Team Lead

• Lead all operational aspects of Credit Control
• Manage the team and deliver collection targets
• Proactively engage with and manage key stakeholders
• Act as a point of escalation and deputy to the Head of Credit
• Contribute to the extended FSSC Leadership Team
• Deliver initiatives to improve and raise the profile of the department
• Ensure credit policies and processes are understood and followed
• Identify credit risk and minimise bad debt exposure and write-offs
• Propose customer payment plans for presentation to the Head of Credit
• Ensure accurate, timely, and professional invoice query resolution
• Monitor and achieve departmental KPIs
• Set weekly and monthly team and individual targets
• Monitor accounts and conduct ledger reviews
• Drive cash collection targets
• Identify improvements to debt collection
• Identify training and skills gaps and create training plans

Credit Control Team Lead

• Lead, coach and support colleagues to perform at their best
• Set clear expectations and create a trusted, supported and accountable team environment
• Use supervision, coaching, case reviews and performance conversations to develop colleagues
• Maintain visibility of every stage of participant journeys, from referral through employment and progression
• Ensure referrals are picked up quickly and participants receive appropriate support
• Use data and case information to monitor caseloads, engagement, job matching, employment starts, sustainment and progression
• Act early when performance drifts and turn performance information into practical action
• Model relational mentoring and support reflective practice
• Connect participant needs with employment opportunities through collaboration with Employment Pathways colleagues
• Build constructive employer relationships where participants need additional support to sustain employment
• Share local intelligence about barriers, opportunities and community needs with relevant colleagues
• Maintain high standards of case management, safeguarding, evidence and participant experience
• Work with Administration and Quality colleagues to address recording and evidence issues

• Oversee a team of project and/or operations staff within the Language Services department
• Ensure high standards in training, risk management, resource allocation, quality, and compliance
• Serve as a subject matter expert in localization workflows, language technology tools, and the clinical/pharmaceutical industry
• Coach and develop staff through knowledge-sharing, best-practice materials, process guides, and training tools
• Support the growth and integration of language services within ICON’s Clinical & Scientific Research division
• Build expertise in localization, language technology, clinical/pharmaceutical trends, and regulatory landscapes
• Guide junior staff on client needs, industry developments, and Life Sciences service-delivery challenges
• Support strategic client engagement, client retention, and sales initiatives
• Develop project-management practices and operational systems to improve efficiency, consistency, quality, and risk mitigation
• Manage team-level human resources, including performance development, staffing, engagement, and recognition
• Ensure delivery of high-quality, compliant language services across projects
• Manage complex or strategic project portfolios and act as a senior escalation point
• Identify and manage project risks and support proposal development
• Drive continuous improvement through client feedback, issue resolution, and operational learning
• Represent the department in internal and external meetings, including client reviews and strategic discussions
• Lead or contribute to CAPA investigations and champion localization quality-assurance practices
• Oversee staff onboarding and development
• Maintain department-specific project tools, checklists, and documentation
• Ensure compliance with applicable SOPs, policies, and procedures
• Perform additional duties as reasonably assigned

Team Lead, Language Services

• Oversee a section of the warehouse and ensure smooth day-to-day operations
• Support the management team in achieving business targets
• Lead a team of operatives and coordinate workloads
• Monitor performance and maintain high standards of quality and productivity
• Manage and motivate the team to meet KPIs and deadlines
• Train new operatives and support ongoing development
• Maintain accurate inventory and stock movement records
• Ensure compliance with health and safety standards
• Produce reports and assist with stock takes
• Plan future capacity needs
• Act as a key point of contact for customers, suppliers, and transport partners
• Ensure excellent communication and service delivery

Team Lead, AM

• Lead and support a team of Heat Pump Planning Agents through sales handover, planning, installation and post-install completion
• Coach and develop Planning Agents
• Run regular one-to-ones and team sessions
• Balance workloads and help new starters get up to speed
• Monitor customer journeys, job progress, completed actions and record accuracy
• Identify potential delays early and help resolve challenges
• Collaborate with Technical Design, Sales, Installations, Customer Care and Logistics
• Monitor team performance against KPIs, service levels and quality standards
• Review outstanding actions, ageing cases and urgent customer priorities
• Act as the first escalation point for complex planning or customer issues
• Ensure customer records and planning information are accurate and current
• Support planning and compliance activities involving DNO requirements, planning permission and Boiler Upgrade Scheme processes
• Identify recurring problems and work with the Planning Manager to improve operations
• Support new tools, processes and improved ways of working

Heat Pump Planning Team Lead

• Directly manage an Ethixbase Software Development team
• Define and enforce agreed development processes
• Ensure correctness and quality of produced software
• Estimate and track team time and provide work estimates
• Handle communication, business queries, leave approvals, appraisals and recruitment
• Collaborate with vendors and wider internal and external stakeholders
• Develop software applications and features using Agile processes, systems and technologies
• Coordinate team efforts in line with Product Owner designs and specifications
• Produce and document technical designs for testable, scalable, performant, secure and robust software
• Define and foster coding standards and best practices
• Support QA gates and processes
• Develop secure-by-design coding practices and ensure SCA and SAST scans are performed
• Conduct peer and code reviews and provide constructive feedback
• Provide third-line support and troubleshoot application issues and defects
• Report team status and improvements using agreed metrics
• Collaborate with managers and leads to refine and enforce coding guidelines
• Communicate clearly through presentations, screen shares and active listening
• Adhere to and improve development procedures
• Execute the role in compliance with applicable laws and regulations, including CRA, EU Data Act and GDPR
• Model company values, challenge processes, foster collaboration and recognize team contributions
• Develop team knowledge through mentoring, documentation and identifying external training

FE Team Lead

• Coach and manage a cohort of Solutions Consultants
• Work with a regional or segment sales leader to allocate optimum Solutions Consulting resources to opportunities
• Actively contribute to business opportunities as a Solution Consultant, Subject Matter Expert, or Value Engineer
• Lead discovery sessions focused on business value, critical initiatives, pain points, and value quantification
• Deliver demos and position the value of the platform
• Develop prospect-adapted talk tracks and journeys
• Adapt and build planning models for Proof of Value engagements or live workshops
• Coach team members to improve core solutions consulting competencies
• Manage up to five people, including task assignment, problem solving, prioritization, and people management
• Run hiring processes and work with Global Solutions Consulting leaders on hiring strategy
• Develop and present execution strategy at Quarterly Business Reviews
• Work with the regional sales leader on account strategies and account reviews
• Communicate with C-level executives, especially CFOs and CIOs
• Report to the EMEA Solutions Consulting Leader

Team Lead jobs in United Kingdom