Location
Sunderland, Tyne and Wear | United Kingdom
Job description
Team Manager
Department: Customer Experience
Employment Type: Full Time
Location: Sunderland - Customer Support Centre
Reporting To: Operations Manager
Description
We’re looking for a Team Manager to join our Customer Experience Team.
As a ScS Team Manager, you are responsible for managing and leading a team of Customer Service Advisors who are multi-skilled in a number of customer service processes. Set targets, manage performance and assist with any issues our colleagues may have.
What does the role involve?
- Direct line management of up to 12 Customer Service Advisors
- Measure, analyse and report on team performance
- Carry out high quality, regular performance reviews and provide people-centred support to ensure the team are able to develop and grow
- Coach and develop the team to enable high performance in both qualitative and quantitative KPI’s which will lead to a consistently exceptional customer experience
- Identify process improvement opportunities and act upon them quickly with the support of the wider Customer Experience leadership team
- Take a proactive approach to becoming an ‘expert’ in all customer experience functions, systems and processes
- Manage performance or behavioural issues that may arise quickly and proactively
- Take a proactive role in managing compliance and risk, ensuring our team remain compliant with relevant regulation (data protection, PCI etc)
- Participate in recruitment activity and identify the right talent for customer experience
- Seek Advisor feedback on all aspects of work and look for opportunities to use that feedback to drive improved employee experiences
- Demonstrate a high level of professionalism and positivity while ensuring your own team, and other teams, understand the purpose of CX and the value they bring
- Keep on top of process changes and ensure your team fully understand and embrace changes as it happens
- Work collaboratively with the other Team Managers in the department to ensure they are available to support colleagues
- Undertake, as required, other duties in keeping with the general nature of the position
- Live and breathe the ScS RIGHT Values and Behaviours
Who are we looking for?
- Ability to lead, manage, coach and provide direction to the team
- Experience in analysing data and being able to turn analysis into short term tactical performance improvement initiatives
- Excellent relationship building skills with ability to give feedback, motivate and inspire
- Strong communication skills both written and verbal
- Excellent organisational skills and the ability to delegate and prioritise effectively
- Flexible
- Ability to create a positive, high performing team culture and environment
- Excellent attention to detail
- Approachable with a high level of emotional intelligence
What’s in it for you?
- 33 days holidays including bank holidays
- Employee benefits platform – access to 100s of high street discounts and more – holiday discounts, gym discounts, cinema discounts, e-vouchers, cashback and more!
- Colleague Discount
- Career progression
- Long service awards
- Enhanced Maternity, Paternity and Adoption Leave
- Access to our dedicated Employee Assistance Programme – to give you free access to advice and information on a range of topics
- Medicash – low cost health plans
- Virtual GP – Access to a GP service 24/7
- Salary finance scheme
- Pension Scheme
- Death in Service
- Life assurance
- Cycle to Work scheme
- Refer a friend scheme
#J-18808-Ljbffr
Job tags
Salary
