JOB TITLE: Team Manager (Customer Operations)


Industry : Commercial & Finance Job Location : Manchester
Job Reference : 7648 Job Category : Call Centre and Customer Service
Employment Type : Permanent Posted : 12/08/2011
 
Salary & Benefits : £24000 - £26000 per annum + Circa £25,000 plus benefits.
 
Experience Required : See Job Description
 
Education Required : See Job Description



Please note you must be permitted to work in the EC to apply for this job.

Job Summary

We are looking to recruit a number of experienced team managers to work in this inbound / outbound customer service centre for a national telecommunications company. These are permanent positions, but will be on a part time basis so we would be interested to hear from applicants that are looking to work on either of the following shift patterns Working hours 8am - 1pm or 5pm - 10pm 5 days per week, 25 hours and one weekend day in every 2 weekends. You should be an excellent motivator


Job Description

We are looking to recruit a number of experienced team managers to work in this inbound / outbound customer service centre for a national telecommunications company.

These are permanent positions, but will be on a part time basis so we would be interested to hear from applicants that are looking to work on either of the following shift patterns:

Working hours
8am - 1pm or 5pm - 10pm 5 days per week, 25 hours and one weekend day in every 2 weekends.

You should be an excellent motivator of people and be well used to motivating and coaching staff within a telephone customer service, KPI driven environment.

You will be responsible for delivering an efficient and seamless customer experience in handling both inbound and outbound customer enquiries, complaints and resolving technical concerns. Maximising customer self-service opportunities and proactive loyalty in the process. More senior roles will be responsible for overall Centre leadership and implementing customer contact strategy. This operations centre will deal mainly will customer service issues at different levels within the mobile telecommunications sector so while any experience of working around telecoms would be an advantage, it is certainly not essential.

Principle responsibilities

* To lead a team of colleagues to deliver a brilliant customer experience every time whilst ensuring that associated quality and efficiency targets are achieved
* To operate as a motivational role model to all team members in order that they are inspired to deliver the right results in the right way
* To develop the full team through effective coaching and in turn create clear plans of action so that they also take ownership for their own personal development
* To demonstrate a good sense of presence within the team by fully engaging with all team members and checking understanding around key priorities
* Identify opportunities to embed all cultural change so that team members feel like they are integral in contributing to the bigger picture
* To stay close to all operational issues in order that anything affecting our customers is picked up and acted upon on a real-time basis
* To create a great place to work through recognising top performers and sharing best practice which enables the full team to deliver the business goals
* Actively create a positive team environment which motivates and provides leadership for team members to deliver an excellent customer experience in line with company culture
* Provide strong focus, guidance and recognition to team members in relation to first call resolution, customer loyalty, revenue generation and application of credits
* Provide regular 1-2-1s, effective coaching and feedback that enable team members to deliver in their role and demonstrate company values and behaviours
* Drive acceptance and ownership of the NPS model, recognising positive feedback and taking action in real time
* Actively engage with team members to understand their experience dealing with customers, through regular call listening and call taking, ensuring that any issues identified are dealt with
* Effective use of the relevant people processes and policies to ensure a consistent employee and customer experience in areas such as recruitment, variable pay, attendance at work, conduct and resolving issues experienced by colleagues. Keeps relevant records up to date e.g. Oracle, employee personal files etc



Required Experience

* Experience of leading and developing a team through coaching
* Significant experience working in customer-focused, target driven environment
* Strong communication skills, written and oral
* Good decision making skills
* Flexibility and strong organisational skills
* Ability to manage change

Position will include benefits such as KPI linked bonus, pension, private healthcare and discounts and incentives linked to the company product portfolio. Location is easily accessible via public transport or car, and there is secure, free car parking on site.

Bluefire Consulting is an employment business acting on behalf of a client company.


Job Keywords

"call centre" "team manager"



Bluefire Consulting is an equal opportunities Employment Business/Agency specialising in Call Centre and Customer Service recruitment on a UK wide basis.

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