What are the responsibilities and job description for the Team Leader position at H&R Block?
About The Role
Reporting to the Office Experience Manager (OEM), you translate directions from the OEM and District General Manager into disciplined daily execution, coaching, and behaviors. You lead a team of Tax Advisors and Client Service Professionals (CSPs), coordinate with the Client Care Specialist (CCS) team, and drive adoption of the client experience — all while accelerating your office’s seasonal tax business.
You’ll begin working a flexible part-time schedule in the fall as you ramp up for the busy tax season, then transition to an expanded tax season schedule from January through April, including evening and weekend hours as needed. This role is not remote and requires you to work in-person.
Deliver And Reinforce The Consultative Client Experience
At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation.
That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.
Sponsored Job
Watson-Austin DMA
Reporting to the Office Experience Manager (OEM), you translate directions from the OEM and District General Manager into disciplined daily execution, coaching, and behaviors. You lead a team of Tax Advisors and Client Service Professionals (CSPs), coordinate with the Client Care Specialist (CCS) team, and drive adoption of the client experience — all while accelerating your office’s seasonal tax business.
You’ll begin working a flexible part-time schedule in the fall as you ramp up for the busy tax season, then transition to an expanded tax season schedule from January through April, including evening and weekend hours as needed. This role is not remote and requires you to work in-person.
Deliver And Reinforce The Consultative Client Experience
- Own the daily delivery of consultative client experience within your office, ensuring execution with discipline on every appointment.
- Model consultative, client-centric behaviors in your own client interactions and set the standard for the team.
- Serve as the on-site point of contact for escalated client service concerns, resolving with sound judgment and follow-through.
- Conduct client walk/talks and exit conversations to gather real-time feedback, and translate insights into coaching for Tax Advisors, CSPs, and corporate partners.
- Serve as the front-line coach for Tax Advisors, using a Coaching Roadmap to observe client interactions, identify opportunity drivers (knowledge, skill, will), and land specific, actionable commitments.
- Coach and develop CSPs on client-facing professionalism, scheduling discipline, and support of the CCS/TA handoff.
- Anchor coaching on one high-impact behavior at a time; prepare for and protect coaching time from interruptions.
- Recognize and reinforce strong consultative behaviors; address performance or behavior gaps with timely, direct feedback.
- Manage day-to-day office operations, workflow, and client flow, including appointment scheduling, capacity, conflicts, and walk-in coverage.
- Create and maintain associate work schedules and ensure accurate timekeeping and overtime management.
- Lead daily huddles and communicate essential information, priorities, and recognition to associates.
- Ensure office-level tests, new processes, and technology are implemented as designed.
- Partner with the Office Experience Manager (OEM) and District General Manager (DGM) to execute the office-level growth plan, including client count, revenue, conversion, and service standards targets.
- Reinforce ongoing support behaviors — mid-year check-ins, future appointments, and year-round client engagement — to build durable client relationships.
- Partner with the OEM and DGM to recruit, interview, and onboard tax office associates.
- Own seasonal readiness inside the office — associate certification, training completion, and adoption of new operating expectations.
- Lead the team through change with empathy and clarity, managing resistance from experienced associates by reinforcing the “why” and modeling new behaviors.
- Conduct timely performance conversations and partner with the OEM and Associate Relations Center to address performance concerns.
- People management experience, with a demonstrated ability to grow, develop, and hold associates accountable in a service or retail environment.
- Strong client-centric mindset with a commitment to delivering differentiated, consultative client experience.
- Demonstrated coaching capability — comfort observing performance, giving direct feedback, and driving behavior change.
- Strong decision-making and judgment skills and the ability to function well in a fast-paced environment with minimal supervision.
- Strong interpersonal and communication skills, including the ability to lead difficult conversations with clients and associates professionally.
- Data fluency — comfort interpreting KPI, survey and coaching data to inform daily priorities and coaching focus.
- Computer proficient with the ability to use MS Office, Teams, and office systems (Appointment Manager, Dimensions, Work Center, Copilot/Sidekick).
- Passionate, determined, and resilient with a customer-centric mindset.
- Able to work a flexible work schedule and flexibility in work assignments based on business needs.
- High school diploma / GED / equivalent required
- Comfort operating in test-and-learn environments — adapting execution based on feedback while maintaining operational discipline and standards.
At H&R Block, our purpose is simple: to provide help and inspire confidence in our clients and communities everywhere. For more than 70 years, we’ve led the tax industry and we continue to evolve through our Block Next strategy, blending human expertise with digital innovation.
That same commitment to care extends to our associates. When you join us, you become part of a High Performing, Connected Culture built on strong relationships, continuous learning, and a shared commitment to making a meaningful impact. We invest in your well-being through competitive pay, comprehensive benefits, and support for life both in and outside of work.
Sponsored Job
Watson-Austin DMA