Team Manager (Part-Time)
What is the purpose of this role?
Are you seeking a career enhancement that will offer you lots of scope, progression and development? Would you like to work for a well-known utilities provider? Do you have a wealth of experience the effective management of staff to deliver key performance objectives? If you do then read on!
Our client has a number of opportunities for an experienced team leader, supervisor or manager to lead and manage their contact centres and back office operations in Swindon and Reading.
We are looking for leaders and innovators who will lead, develop and manage teams of call centre agents or billing and technical support staff. You will be responsible for individual development of your team through coaching, motivating and by driving performance through key metrics.
If you are able to manage multiple activities at the same time and still provide exceptional customer service and support to your team then we want to hear from you.
What makes this role unique?
Apart from working for the UK's largest water and waste-water company you will be joining the team that provides the first line of customer assistance for all operational issues. It is your responsibility along with the other Team Managers to make a real impact on the quality of service our client delivers, be that an inbound call or by proactive communication and case management.
This is a very exciting time to join our client as we continue to evolve and enhance what they do for their customers, by improving their service recovery approach and becoming more proactive. This is critical to improving the service they provide and meeting their customer satisfaction targets and you will play a key part in this.
What will this role involve?
People/performance management: You will set high standards and carry out quality monitoring to ensure they are getting it right first time. Through regular 1-2-1s and coaching sessions you will lead an improvement in your team's performance and thus the service and experience of their customers.
Customer centricity: You will share and weave your contagious passion into everything so their customers are truly at the heart of what they do. You will also lead by example when the need arises and manage escalated and sensitive customer complaints.
Motivation: It can be a tough environment and you will need to keep your team motivated to meet targets and to be passionate about what our client does and how they get it right for their customers. You will need to communicate and share a range of messages.
Lead change: As our client evolves their service recovery approach and continuously improves what they do, you will lead and embed these changes so they become reality.
What skills are we looking for?
- First and foremost our client needs people that are passionate about customers as they are their number one priority, so if you share this passion we want to hear from you
- You will have strong leadership skills, preferably with experience of managing a team within a customer focused, contact centre environment
- You will be able to coach and performance manage your team to get the best for our client's customers
- As a strong communicator, you will inspire and motivate your team. You will have a high level of resilience and be tenacious, ready for your next challenge. You will be open to and enjoy change, and lead your team in a changing environment.
This role is based at our client's offices in Green Park, Reading offering a salary up to £28,000 pro rata, dependent on skills and experience.
As a 7 days a week, 07:00-21:00 hours operation we need people who will specifically manage the weekend team. We can be flexible with hours so if you are looking to work weekends and possibly evenings, please apply!
Application deadline: The closing date for applications is 20/10/17.