Role Purpose: The Service Team Leader will support the Service Team Manager in overseeing the day-to-day operations of the service executive team. Acting as a first point of contact for the team, the Team Leader will help manage workload distribution, provide guidance and support, ensure continuity during absences, and contribute to building a cohesive, collaborative working culture. This role is ideal for someone who enjoys being hands-on, thrives in a team environment, and is looking to step into a leadership position with real impact.

Key Responsibilities:

• Act as a deputy to the Service Team Manager, providing support and cover where needed.

• Support the allocation and coordination of care home service accounts to ensure an even, efficient distribution of workload.

• Monitor workloads, flag capacity issues, and help implement improvements to workflow.

• Provide first-line support and guidance to Service Account Executives on operational queries and processes.

• Champion a team “buddy system” to ensure continuity during absence and encourage cross-skilling.

• Help embed a culture of shared responsibility, knowledge-sharing, and team cohesion.

• Liaise with internal departments (e.g. IT, Operations, Field Teams) to help resolve service-related issues.

• Support onboarding and mentoring of new team members.

• Identify training needs and contribute to upskilling the team.

• Contribute to system and process improvements, including those related to new IT tools.• Assist in reporting on service delivery metrics and team performance as required.

Skills & Experience Required:

• Experience working with or supporting customers in the care home, health or service industry.

• Strong customer focus, passionate about customer service.

• Strong organisational skills with the ability to manage multiple tasks and priorities.

• Confident communicator with a positive, supportive approach.

• A natural team player who encourages collaboration and mutual support.

• Ability to solve problems proactively and support others to do the same.

• Ability to handle sensitive information with discretion.