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Deputy Team Leader

Golden Charter Limited
Closing date
23 Aug 2021

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Contract Type
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About Golden Charter

With over 30 years' experience in the funeral industry we're one on the UK's leading funeral plan providers. We help people plan their funeral to make a difficult time easier. We work with over 2,800 branches of independent funeral directors. That's offering more choice than any other provider. We have around 220 staff working throughout the country, with our head office based in Bearden, Glasgow.

An exciting opportunity has arisen for a Deputy Team Leader

The Role

To assist the Team Leader in managing and developing a high performing team responsible for providing customer services to plan holders, funeral directors and other areas of the business. The role is accountable for delivering high standards whilst improving the quality of service.


  • Carry out team leader role requirements when team leader is absent.
  • Take on additional responsibilities when the team leader is not available
  • Monitor daily and weekly statistics for the team including quality, performance, adherence, teamwork and attitude
  • Deliver call monitoring and associated coaching
  • Provide a first point of contact for complaint handling
  • Help resolve any issues relating to the day to day management of the team
  • Improve quality of service through reduction in errors and adherence to service standards
  • Be seen as a role model for team and department
  • Coach team members to deliver outstanding customer service using the coaching and performance development structure of Golden Charter including the completion and maintenance of all coaching documentation
  • Where appropriate, escalate recurring coaching issues to the team leader
  • Work closely with the team leader to ensure a synergised approach to all aspects of team leadership is delivered
  • Attend and deliver on any team leader up-skilling or training provided by Golden Charter
  • Along with the team leader, create and maintain a team leader development plan, taking full ownership for the completion of this.
  • Any other duties in line with the role.

Key Skills

  • Excellent verbal and written communication skills
  • Professional telephone manner
  • Able to provide accurate and timely feedback
  • Ability to manage and prioritise your own workload
  • Maintain a high level of accuracy
  • Work to tight deadlines and cope under pressure
  • Communicate ideas and issues effectively to colleagues and customers
  • Apply high quality standards to all tasks in hand, no matter how small
  • Proactive and solution focussed
  • Results focussed

Key Relationships / Customers

  • Operations team
  • Funeral directors
  • Plan holders
  • All internal departments

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