My Government client is looking for an experienced call centre manager/team leader to join their busy department based in Manchester City Centre, close to Piccadilly Station on a temporary basis.
The key accountabilities of the role are outlined below. However, this is an overview of the role and is not exhaustive. You may also be assigned other duties commensurate with the grade as required.
" To communicate with your team, ensuring team members are aware of and understand issues relating to their roles, and to encourage open communication across the organisation, welcoming feedback. To encourage a culture of continuous improvement by promoting the open questioning of work practices and identifying appropriate actions.
" To enhance the performance of individuals through regular feedback and coaching, recognising and developing potential amongst your team. To promote the departments beliefs and values.
" To champion the customer's cause by encouraging team members to identify root causes of customer issues and resolve them through changes to organisation practices.
" To ensure the departments objectives are met and appropriate opportunities are identified to maintain high standards. To monitor adviser's performance using all available data, taking ownership of team results and ensuring KPIs and service standards are achieved.
" To be proactive in communicating changing priorities in resources within your team, in order to meet departmental service levels.
" To maintain a safe and secure physical working environment and promote the provision of health and safety conscious work practices.
" To work in accordance with departments policies and procedures.
" To lead by example and uphold and embody our values at all times, ensuring the protection of children and learners is paramount.
" To contribute to organisational development initiatives as required.
" To adhere to responsibilities under health and safety legislation and policies.
" To demonstrate a positive commitment to equalities and diversity.
The hours of operation are 8am - 6pm Monday to Friday and Team Officers work a variety of shifts to cover this.
If successful you will be required to undertake a DBS check and must provide 3 years' worth of references.
If this sounds like the role for you then please apply online or contact with an up to date copy of your CV.
Please be advised that cv's without the relevant skills or experience will not be contacted