Technical and Case Management Support Team Leader

Manchester, England, United Kingdom

1/3/2025

Department: Customer Operations

Location: Manchester

Description

This position is responsible for ensuring the accurate and timely completion of all workflows managed under its delegation. This includes overseeing a team of dedicated Case Management and Technical Specialists that look after several key Dye & Durham products, including Unity Practice Management®, Insight Legal, CASA, Brighter Law, Indigo, and any other software product where there is a requirement by Dye & Durham to provide case management or technical support to our customers.

This Team Leader role is responsible for the operational and people management of our Customer Support team on a day-to-day basis, ensuring SLAs are met and all areas of Operations are covered sufficiently. This role is also an escalation point for any critical matters and works closely with the Director to implement structure and procedures, managing staff hours and leave, and providing support to Team Members as needed. They are also key contributors to dispute resolution and continuous improvement. The Team Leader also acts as a protector of the Dye & Durham Pty Ltd brand and contributes towards client satisfaction.

Key Responsibilities

• Lead the team in a climate of excellence in accuracy, efficiency, and continuous improvement by:


• Decision making and organisation of day-to-day priorities of all workflow through the management of team members (productivity, utilisation).


• Minimise risk by ensuring risk registers are completed and risk prevention processes are maintained and improved upon from root cause analysis.


• Effective Demand Management by ensuring team members complete workflow queues, achieve contractual service level agreements and maintain quality measures.


• Managing daily reports, effective scheduling, planning and resourcing to ensure budgetary requirements, and daily output service standards and benchmarks are met.


• Contributing towards the implementation of process improvements and new client initiatives.


• Working with team members as required to resolve customer complaints.


• Leave entitlements to be managed within Dye & Durham policy (timely processing of leave absences, monitoring leave trends for workflow and employee fulfillment).


• Ensure team members are compliant with Dye & Durham policies and procedures.


• Maintain and drive OHS, Fire and First Aid requirement.


• Managing Team members through the employee life cycle.


• Completion of regular one on ones and annual performance reviews with Team Members.


• Managing team members in accordance with Dye & Durham Disciplinary and Performance Improvement Guidelines.

Skills, Knowledge & Expertise

• A track record of successful Team Leadership roles (workflow and people management) is desirable.


• Ability to positively relate to and interact with people.


• Experience within the legal, technology or property services industry desirable but not a requirement


• Prior experience or knowledge with Zendesk.


• Well-developed skills in client service and issue resolution.


• An understanding of online operational systems, software, and workflow priorities.


• Strong organisation and prioritisation skills.


• Willingness to travel domestically for training as and when required by the business.

Job Benefits

At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.

Do you share our DNA?

• We ask how tomorrow can be better than today


• We are passionate about solving our customer's challenges


• Our ideas break boundaries


• We value different perspectives and encourage dialogue


• We take ownership and celebrate together