Customer Service Team Leader Review

Team Leader with 4 direct reports and 3 others in the team in my Region. Track performance, allocate tasks, conduct 121's and appraisals, development and training support. Manage work input and output. Assist team members in other regions, giving them Team Leader support. Co-ordinate and chair regular tem meetings.

Yes, I've been doing Maths and English as part of my apprenticeship and I passed my English test and doing well with my Maths and on track to pass. My maths was very poor before but has vastly improved. I have learnt and implemented communication and relationship building skills and this has been really helpful in my role to get my team to trust me and be on board.

I'm really enjoying the programme. I'm learning different topics, all of which are extremely relevant to my role and to the organisation. It's strengthening my team building skills and giving me confidence in my role. I'm learning things that aren't in my job role but at the same time still very useful to know as it can be used in a smaller scale, e.g. Project Management. I can use this knowledge should I ever be asked to take part in a project in the future.

I think it's very well structured. It involves coursework so the tutor can ascertain if I have understood what I've learnt and how I'd use the skill. It also involves workshops where you work together with your colleagues for training and brainstorm tasks, which make it more interactive. I'm given time to revise for the Maths and English test and I meet with my tutor, quarterly. It has a good balance and I'm pleased with my progress.

I am given adequate support and have always been allowed to take time off to ensure my coursework is handed in on time. My line manager is taking the Level 5 course so she knows exactly what it involves and can relate to everything. I feel very supported. My employers are funding it.

I get adequate support through my tutor who has given me feedback and has had progress meetings with myself and included my line manager. My emails with queries are always responded to in a timely manner and as mentioned before, they've taken into account time needed to revise and learn the functional skills I need as part of the apprenticeship.

I am one year into my role as a Team Leader and taking this course is really helping me understand my role and develop. My colleagues have noticed a difference in my performance and I am feeling a lot more confident in my role. My relationship building and communication has improved and I'm much more in tune with Emotional Intelligence, my own and my colleagues.

We have 'Giving Something Back' activities where we will support our tenants at an event. I can join other department meetings to learn more about their activities and to give them any updates from my department if it's relevant. We have fund raising social events at work that I participate in.

Yes

Optivo is a fantastic place to work. They support you in your development and training, they allow you to have a good work / life balance, they are flexible with working hours. They have sound company values and equality and inclusion is high on their priorities. They help our tenants get back to work by providing training, CV and interview support and give them support with financial issues.

Care about peoples welfare, care about equality and inclusion, read up on what Optivo do for tenants, you'd be surprised at the services they offer. Be prepared to be part of a wide team, although we have lots of different departments, we all support each other and are 'One Team'.