Howden
Team Leader
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Role Purpose
Howden Central is a specialist telemarketing team supporting branches by creating opportunities, generating quality introductions and driving growth through proactive client engagement.
We are looking for a Telemarketing Team Leader to provide day-to-day leadership, support and operational oversight while continuing to contribute personally to telemarketing activity.
Reporting to the Divisional Director, the role will act as the first point of contact for the team, providing coaching, guidance, performance support and clear communication across a largely remote workforce.
Key Accountabilities
Team Leadership & People Management
- Act as the day-to-day leader and first point of contact for the Howden Central Telemarketing team.
- Hold regular one-to-ones, supporting performance, development and agreed actions.
- Coach, motivate and support colleagues to improve skills, behaviours and results.
- Create an inclusive, engaged and collaborative culture across a remote team.
Performance Management
- Monitor individual and team performance against agreed activity and outcome measures.
- Use reporting to identify trends, recognise strong performance and address underperformance constructively.
- Escalate significant performance or conduct concerns to the Divisional Director where appropriate.
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Telemarketing Operations
- Ensure the smooth day-to-day operation of the telemarketing team and support workload management.
- Communicate business updates, initiatives and priorities clearly to the team.
- Support process improvements and maintain strong relationships with branch stakeholders.
Bonus Scheme Administration
- Own the Howden Central transfer bonus scheme, including records, targets and calculations.
- Produce regular performance updates showing progress against target.
- Administer reward allocations accurately, fairly and in line with agreed scheme rules.
Personal Contribution
- Continue to undertake telemarketing activity alongside leadership responsibilities.
- Lead by example through professional standards, work ethic, performance and behaviour.
Key Skills & Experience
Essential
- Strong communication, relationship-building and interpersonal skills.
- Ability to coach, motivate and support colleagues across a remote team.
- Good understanding of telemarketing activity, lead generation and branch service expectations.
- Competent in Excel and comfortable using performance data and reports.
- Organised, resilient, accurate and solutions-focused.
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Desirable
- Previous experience of mentoring, coaching or informal leadership.
- Experience of one-to-ones, performance conversations or incentive scheme administration.
- Knowledge of Howden systems, processes and branch operations.
What Success Looks Like
The successful Telemarketing Team Leader will:
- An engaged, supported and motivated remote team.
- Consistent coaching, accountability and performance improvement.
- Accurate management information and fair bonus scheme administration.
- Strong branch relationships and a successful balance of personal delivery with team leadership.
Reporting Line
- Reports to: Divisional Director
- Direct Team Responsibility: Howden Central Telemarketing Team (approximately 15 colleagues)
- Location: Primarily Remote / Home Based
- Working Pattern: Full-time role with leadership responsibilities undertaken alongside telemarketing duties.
This is an excellent first-step leadership opportunity for an experienced telemarketer looking to develop management skills while continuing to contribute directly to team success.
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