Team Manager - Call Centre
- Recruiter
- Link Financial Outsourcing
- Location
- CF83 2RZ, Caerphilly
- Salary
- The successful applicants can look forward to a competitive salary of £21,750 - £22,750 per annum pl
- Posted
- 17 Feb 2015
- Closes
- 17 Mar 2015
- Contract Type
- Permanent
- Hours
- Full Time
We are looking for talented and ambitious individuals with supervisory, management or team leadership experience to manage teams of telephony staff in our Caerphilly site.
Proving guidance and coaching to department staff and Team Leaders the role would suit results orientated professionals who believe in delivering excellent customer service through teams of happy and motivated people. Our Company Values have created our Think Customer First philosophy which we use to set Customer Fair Outcomes goals which ensure our customers are at the heart of everything we do.
This opportunity is within our Consumer Finance Recoveries department in Caerphilly, South Wales reporting to the Recoveries Operations Manager with responsibility for up to 3 Team Leaders and their staff.
As one of the largest private employers in the Caerphilly area we like to give a little bit back and all our staff pride themselves on the charitable initiatives we have helped make a success of; from Operation Santa- where we delivered over 100 Christmas presents to underprivileged children, to our work at a local Primary school through 'Business in The Community’. We hold regular charity dress down and cake sale events on site to raise money for our nominated charities. We are also one of the selected professional and compliant Call Centre’s that Comic Relief use to host their Red Nose day.
These roles suit those with a desire to work hard.
Your main duties & responsibilities include:
-
Ensure your team is delivering the highest level of customer service and best practice
-
Manage and develop call centre agents and Team Leaders
-
Drive performance and efficiency through achieving and exceeding agreed key performance indicator goals for the department
-
Maintain an environment which supports the spirit of teamwork and recognises individual achievement
-
Provide support using in-house performance management procedures
-
Plan workflows to improve effectiveness of our service
-
Agree key performance indicators with the Operations Manager
-
Manage work schedules and resources to meet customer Fair Outcomes targets
-
Communicate with senior management on the department performance, plans and targets
Your experience:
-
3 years experience leading and managing a minimum of 10 staff
-
5 years experience in a customer service environment essential
-
Previous experience of working in a Regulated Financial Services environment desirable but not essential
Your skills:
-
Educated to GCSE level or equivalent in English language to facilitate accurate and professional communication with colleagues, customers and clients.
-
Educated to GCSE level or equivalent in Maths with excellent Numeracy, Data and Statistical analysis skills.
-
Strong organisational and prioritising skills and professional approach - the ability to set priorities and multi-task, working in a self-motivated manner
-
Customer Focus- Excellent customer service skills and thinking customer first
-
Effective time management skills and a flexible approach - adaptable and responsive
-
Excellent Computer skills with a knowledge of MS Office products
Benefits:
The successful applicants can look forward to a competitive salary of £21,750 - £22,750 per annum plus a flexible benefits package plus inclusion in our annual performance related bonus scheme.
This role is full time and permanent working a 40 hour week managing shifts of call centre teams.
The People in our business a key to our success; we provide our team members with the opportunity to develop a dedicated career path while enjoying a positive and friendly working environment.
We are very happy to consider applicants from financial and service industries such as travel, insurance, recruitment, banking, telemarketing or property.