Essential

• You will have to have worked as a Team Leader of Team Manager within a similar call centre environment.
• You need to be able to demonstrate you experience in leadership, team building and problem solving.
• You will need to be organised and results focussed
• Experience of complaint handling and report writing is really important.
• You need good Excel and Word skills.
• DUTIES:
• 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 to improve employee performance in line with department and organisational objectives.
• Understand the career ambitions and aspirations of team members and help them to develop by actively ensuring they have personal development plans in place.
• Identify high performing team members and encourage their development through, personal development plans.
• Be approachable and available to support and advise your team with customer queries as and when required.

• Schedule monthly team meetings to provide performance and departmental updates and to encourage regular feedback and collaboration. All meetings should have an agenda and minutes and your team should also have input into the agenda.
• Highlight and make your Manager aware of any employee relations issues, or if any policies or processes or procedures have been changed that they may not know about.
• Make sure your team is kept up to date with product and technical developments and information.
• Highlight to the Head of Service Delivery and your Manager any customer feedback or product trends which may impact the business.

• Monitor calls and files to improve quality, minimise data errors and track performance.
• Keep up to date records of one to ones and performance improvement conversations and ensure that performance issues and follow up meetings are scheduled within the defined and agreed timescales.
• Adopt a consistent approach and effectively manage and monitor all employee relations issues, ensuring that lateness and absence is managed robustly and proactively in line Company policies and procedures.
• Embed staff engagement and wellbeing plans across the team.

Our vision is to be renowned as the caring premium UK assistance provider. We strive to deliver an exceptional customer experience at all points of assistance.

• Provide support and guidance when dealing with complex queries and attempt to seek resolution at first point of contact. Willingly take escalated customer or client contacts. Manage where possible to conclusion including resolution. Provide an objective report of events when required and ensure the case is highlighted to your Line Manager or the most appropriate Manager.

Managing and supporting HR processes e.g. absence management, holiday planning, disciplinary & grievance, occupational health.

Qualifications:

Essential

• You need to have GCSE’s or their equivalent. Maths and English are required as standard.
• 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.

Desirable

• A’ level or equivalent education.
• It would be beneficial if you have already received training in conducting disciplinary meetings and/or absence counselling as well as creating personal development plans.