Complex Case Team Manager

Location

Newcastle upon Tyne | United Kingdom

Job description

About Us

Our working life is how you spend a large proportion of your time. Why not spend it realising your potential? At Foundever we focus on you and with your drive, we look to create your best moments.

At Foundever , we believe that small moments can have a big impact on your work experiences, customers, teams, and friends. By creating positive moments for each other, you can make a difference and improve your experience.

Whether you are here for months or years, we want you to remember the good feelings and benefits you gained from your experience. We hope you look back and feel that Foundever was a highlight in your career

Job Summary

As a Complex Case Team Manager , our people are your customers. You play a pivotal part in putting your team first and inspiring them to be great.

We advocate for a People First approach throughout our business with Customer Service as our area of expertise. In our busy contact centre you will relish the opportunity to learn and develop your skills further by working collaboratively with colleagues, other departments and our Clients.

It is essential you have passion for management, customer service, and  complex complaint case work , in order to create an environment for success through regular coaching, engaging and motivating your team.

It is vital that you are a confident and experienced leader, with great problem solving skills that can effectively deliver in a fast paced and changeable environment.

You will be a self-assured competent manager with experience in delivering effective HR solutions, from return to works to disciplinary procedures.

By leading the way you will develop your team’s skills and confidence in order for them to build brand loyalty by taking ownership of customer queries and providing consistently positive solutions.

What you need to know

Contract: Full time permanent, 37.5 hours per week.

Onsite role

Operational hours:

08:30-17:00 Monday to Friday

What we can do for you:

Casual dress code

Fantastic  learning and development opportunities

Lifestyle Benefits programme – featuring  thousands of discounts , special offers and  exclusive employee deals

Bonus

Primary Job Responsibilities

• Lead and coach a team to meet and exceed business objectives, ensuring that financial, operational and quality metrics are consistently achieved.
• Follow a process of continuous review and proactive management of absenteeism and attrition for all Advisors.
• Continually review and monitor work performance of all Advisors against agreed KPI’s.
• Ensure Advisors are recognised and rewarded for outstanding achievements/performance in line with company mission and values.
• Facilitate a culture of open and honest two-way communication with all team members.
• Ensure action from employee satisfaction surveys are implemented and continuously reviewed.
• Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job.
• Ensure appropriate actions are taken to improve client satisfaction survey scores.

What we need from you:

• Previous experience working as a Complaints Manger
• Evidence of effective interpersonal, coaching and leadership/supervisory skills.
• Previous experience working in a call centre environment is essential.
• Excellent telephone, computer/keyboard, verbal and written communication skills.
• Good numeric and verbal reasoning skills.
• Effective problem-solving skills.
• Performance Management skills.
• Client/customer management skills.
• Self motivated, can do attitude

Location

If you have the drive, determination and experience, this is an amazing opportunity to progress your career for a Global leading company!!

This is a full time permanent position based onsite:

Our location

Foundever, Q4, Quorum Business Park, NE12 8EZ

Job tags

Salary