Job Description - Customer Service Operations Team Manager (Home Emergency).
Would you like to work for a reputable and global organisation?
Are you a passionate leader?
Are you able to motivate and develop a team?
Do you have experience working at Team Leader/Supervisor level within an inbound call centre?
Immediate proximity to the train station, trams and buses in the area, travelling to work couldn't be easier on a daily basis.
Competitive basic salary of up to £27,907 plus up to £2,600 (per annum) performance bonus, £2,000 shift allowance.
Amazing benefits including Life insurance, Pension, Private medical cover, Child care vouchers, Eye care vouchers and discounted travel insurance available to all employees!
Based on 35 hours a week shift basis. Monday - Sunday 7.00am to 10.00pm
You will work two weekends out of four.
Our client is one of the world's largest and leading insurance companies recruiting for a Team Manager who will be able to lead, motivate and develop a team of co-ordinators to enable the delivery of a customer centric service which delivers outstanding assistance experiences to customers each and every day.
" Conduct regular one to ones with your team and maximise the opportunities in these meetings to recognise positive performance, keep up to date training, coaching and feedback records for your team and highlight areas for improvement. These meetings must include regular feedback on call quality, absence and performance.
" Carry out annual performance reviews, end of probation reviews and regular one to ones and complete all the paperwork required.
" Where training needs are identified, make use of training resources to ensure that sufficient coaching, mentoring and training is provided
" Identify high performing team members and encourage their development through, personal development plans.
" Maintain open communication with the team to receive regular feedback and share company Information and department updates including the statistical performance of the department.
" Schedule monthly team meetings to provide performance and departmental updates
" Make sure your team is kept up to date with product and technical developments and information.
" Develop a high-performance culture in order to get the best out of your team.
" Monitor calls and files to improve quality, minimise data errors and track performance.
" Handle all regulated complaints within the FCA complaint guidelines
" Provide support and guidance when dealing with complex queries and attempt to seek resolution at first point of contact.
" Property maintenance experience or knowledge of emergency's that can happen within the home. (Not a must).
" Team Manger or Supervisory experience within a call centre
" Demonstrate experience in leadership, team building and problem solving.
" Educated to Degree level, English and/or Maths A Level "C" grade or above
" Working within a general administrative role in a commercial environment
" Good attention to detail, with strong logical thought process, organised and results focused.
" Excellent verbal / written communication skills
" PC literate, with good knowledge of Microsoft Office Suite
" Fast, accurate typing skills
" Problem solving skills
" Ability to plan a varied workload and meet demanding timescales
" Able to communicate clearly and concisely
" Self-Motivated, Proactive and Confident
" You will need to have had some Team Management training in areas such as resource planning, conducting performance reviews etc. as well as having been trained in coaching and/or auditing, objective setting.
" Experience of complaint handling and report writing is very important
" You need to be flexible, proactive and think on your feet.
" You'll be a role model, so you need to be self-motivated mature, confident and approachable.