Disputes Team Leader - Remote at TransUnion

Role Overview And Core Responsibilities

• The Team Lead plays a pivotal role in supporting the team and the UK Consumer base, combining strategic oversight with hands-on expertise to ensure that we are providing an effortless, high quality and timely service to the consumers.
• Your duties will include managing and guiding a team of agents, implementing strategies to improve productivity and performance, and setting and achieving performance goals.
• The ideal candidate is a leader who can effectively manage teams remotely, has a strong understanding of customer service best practices, and has excellent interpersonal and communication skills.
• This role requires a nuanced understanding of both the big-picture goals of the organization and the day-to-day challenges faced by the team.

Responsibilities:

• Team Management: Oversee daily operations, allocate tasks efficiently, and ensure deadlines are met while maintaining adherence to quality standards. 
• Mentorship and Coaching: Provide guidance, feedback, and professional development opportunities to team members, including junior leaders. 
• Strategic Planning: Develop and implement plans to achieve team objectives, set clear goals, and monitor performance metrics to identify areas for improvement.
• Operational Oversight: Coordinate workflows, implement process improvements, and enforce operational policies and procedures. 
• Conflict Resolution: Address escalated issues, mediate disputes, and foster a positive, collaborative team environment.
• Stakeholder Communication: Act as a liaison between the team and higher management, ensuring alignment with organizational goals and facilitating cross-functional collaboration.
• Performance Evaluation: Conduct regular team meetings, performance reviews, and provide actionable feedback to enhance productivity and engagement. 
• Team Building: Organize activities to enhance cohesion and morale, ensuring a collaborative team dynamic. 
• Career Development: Senior Team Leaders often mentor junior leaders and contribute to succession planning within the organization.
• Relationship Management: Building relationships within the greater Credit teams, Front Office, Legal, and other teams.
• Escalation and complaint Management: Manages Customer & Consumer expectations & escalations with confidence, ensuring that requirements are understood and delivered within agreed timescales.
• Recruiting New hires - Recruit, train, and provide continuous coaching for contact center staff.
• Quality Assurance - Work with the Global QA department to ensure consistent and high-quality consumer experience and outcomes.
• Reporting and Analytics - Prepare reports and analyze contact center data to identify trends, improve processes, ensure resources are properly allocated to maximize efficiency and customer satisfaction
• Compliance & Regulatory Requirements- Ensure compliance with company/country policies and procedures, as well as legal regulatory requirements.

Required Knowledge And Experiences

Essential:

• 3-5 years’ experience in managing a team remotely.
• 5-8 years’ experience of working in a management/supervisory position in a services call center.
• 4-5 years solid background in managing back-office functions.
• Excellent leadership and time management skills.
• Excellent written and verbal communication skills.
• Strong planning and organization skills.
• Strong problem solving and decision-making skills.
• Working knowledge of customer service software and CRM tools.
• Excellent excel and presentation skills.
• 3-4 years’ experience in creating reports and analyzing data.

End Date: July 7, 2026