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Operations Contact Centre Team Manager

  • £25000 - £28000 per annum
  • Posted: 29/11/2016
  • Reading
  • Job Ref: 748100298
  • Permanent

Job Details

Operations Contact Centre Team Manager

What is the purpose of this role?

It's an exciting time to be working in our customer service team as we continue on our journey to being a leading water retailer. We're committed to being here for customers and we know it's not just what we do but how we do it. We're investing in our operational business and investing in our people that deliver what matters to our customers.
You will lead, develop and manage a team of 12 Customer Service Agents within the Operations Contact Centre. The team are responsible for taking inbound calls and proactively managing our service recovery; either way your focus will be our customers. You will be responsible for individual development of your team through coaching, motivating and by driving performance through key metrics. If you're 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 we deliver, be that an inbound call or by proactive communication and case management.

This is a very exciting time to join the Operations Contact Centre as we continue to evolve and enhance what we do for our customers, by improving our service recovery approach and becoming more proactive. This is critical to improving the service we provide and meeting our 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 we 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 our customers.

Customer centricity: You will share and weave your contagious passion into everything so our customers are truly at the heart of what we 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 we do and how we get it right for our customers. You will need to communicate and share a range of messages.

Lead change: As we evolve our service recovery approach and continuously improve what we do, you will be lead and embed these changes so they become reality.

What skills are we looking for?

First and foremost we need people that are passionate about customers as they are our 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 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 offices in Green Park, Reading offering a salary up to £28,000, dependant on skills and experience.

As a 7 days a week, 07:00-21:00 hours operation we ask that you are flexible in your approach and working hours. Whilst we do not expect you to work all of these hours, you will need to be adaptable and expect to have to work some early start or late finish shifts and some weekends and bank holidays. Your weekly working hours will be 36.