National Trust - Full Time - Team Leader -
There is an opportunity to join the National Trust contract as a full time Team Manager.
National Trust is;
- Europe's biggest conservation body & registered charity, independent of Government; its future depends on the generosity and active involvement of; - 4 million members
- 17.2 million paying visitors each year
- 70,000 volunteers
- Benefactors, tenants and partners
- Governed by leading industry, social and political figures (HRH Prince Charles - Patron)
- Raises annual income from membership of over GBP600m (annual subscriptions, donations and legacies)
- Increasingly political role
- They look after special places, for ever, for everyone including; - 709 miles coastline
- 255,000 hectares of land
- 350 historic houses, gardens and parks, ancient monuments and nature reserves
The current contract with the Trust is run as a true partnership. The services we provide for National Trust are quite diverse, from finance and data cleanse activities to marketing support, as well as both front and back office work and outbound. We need an experienced and motivated person who can display the right behaviours to join us to manage a team that uphold our high standards of customer service. In short, we need someone to be there for our members and supporters when they're needed most. And, in return, we'll invest in your training and development to make you an expert in your respective field.
In order to continue to build and grow our business groups, it's important to us to attract and retain the best talent in our industry, and do all we can to help them reach their full potential. That's why it's so important to embrace and support people's differences, whatever they may be, and give them the freedom to realise their goals, both in and out of work.
A Team Manager needs to maximise personal and team performance, by developing individual skills and competence, through coaching, in order to ensure excellent customer experience and agreed client targets are achieved.
Responsibilities and Skills
You will manage a team of up to 15 Customer Advisors who will be multi-skilled across numerous business work streams. The work will include use of daily reports and you will need to be able to analyse and interpret this MI to drive performance and achieve internal and client requirements.
You will need to be prepared to build an excellent level of product knowledge and be able to develop your team to deliver excellent member experience.
We need you to be able to manage change and communication effectively with all level of stakeholders and to look for opportunities for improvement and to challenge effectively.
You need to have excellent coaching skills to support staff and deliver effectively against service level targets.
Key Activities
- Specific contract Service Level Agreements
- Adequate number of Personal Development meetings conducted monthly
- Key Performance Indicators achieved in line with business plan
- Team performance targets achieved
- Quality monitoring targets achieved
- Handling escalated calls
Skills, Knowledge and Leadership Behaviours
- Confidence & Communication (communication via both written and verbally so as to be clearly understood)
- Client & Customer Focus (ability to add value to clients both internal and external)
- Respecting others (listen and take into account different opinions and motivations, the ability to react constructively)
- Working with others (building a network of good relationships both internal and external)
- Developing others (Support and manage the performance of people and to develop them to meet Business Requirements)
- Performance Focus (to be dynamic and accountable in order to ensure delivery of results)
- Change Focus (respond quickly and positively to change in order to maintain effectiveness)
- Leading others (ability to define and communicate goals by inspiring confidence, lead by example by taking action to achieve success
Entry Criteria
You will lead by example and be an ambassador for the account. Individuals need to be performance focused and display a flexible attitude. Excellent coaching skills are essential.
Capita is an equal opportunities employer. Equal consideration will be given to all applicants irrespective of age, sex, sexuality, race, age, religion or disability.
*Educated to GCSE level or (equivalent) *People management skills *Experience in a Customer Service, Sales or Financial environment *Excellent coaching, communication and support skills *PC user knowledge *Desirable NVQ Level 3 or 4 in Customer Service *Product knowledge desirable
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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.
Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.
National Trust is;
- Europe's biggest conservation body & registered charity, independent of Government; its future depends on the generosity and active involvement of; - 4 million members
- 17.2 million paying visitors each year
- 70,000 volunteers
- Benefactors, tenants and partners
- Governed by leading industry, social and political figures (HRH Prince Charles - Patron)
- Raises annual income from membership of over GBP600m (annual subscriptions, donations and legacies)
- Increasingly political role
- They look after special places, for ever, for everyone including; - 709 miles coastline
- 255,000 hectares of land
- 350 historic houses, gardens and parks, ancient monuments and nature reserves
The current contract with the Trust is run as a true partnership. The services we provide for National Trust are quite diverse, from finance and data cleanse activities to marketing support, as well as both front and back office work and outbound. We need an experienced and motivated person who can display the right behaviours to join us to manage a team that uphold our high standards of customer service. In short, we need someone to be there for our members and supporters when they're needed most. And, in return, we'll invest in your training and development to make you an expert in your respective field.
In order to continue to build and grow our business groups, it's important to us to attract and retain the best talent in our industry, and do all we can to help them reach their full potential. That's why it's so important to embrace and support people's differences, whatever they may be, and give them the freedom to realise their goals, both in and out of work.
A Team Manager needs to maximise personal and team performance, by developing individual skills and competence, through coaching, in order to ensure excellent customer experience and agreed client targets are achieved.
Responsibilities and Skills
You will manage a team of up to 15 Customer Advisors who will be multi-skilled across numerous business work streams. The work will include use of daily reports and you will need to be able to analyse and interpret this MI to drive performance and achieve internal and client requirements.
You will need to be prepared to build an excellent level of product knowledge and be able to develop your team to deliver excellent member experience.
We need you to be able to manage change and communication effectively with all level of stakeholders and to look for opportunities for improvement and to challenge effectively.
You need to have excellent coaching skills to support staff and deliver effectively against service level targets.
Key Activities
- Specific contract Service Level Agreements
- Adequate number of Personal Development meetings conducted monthly
- Key Performance Indicators achieved in line with business plan
- Team performance targets achieved
- Quality monitoring targets achieved
- Handling escalated calls
Skills, Knowledge and Leadership Behaviours
- Confidence & Communication (communication via both written and verbally so as to be clearly understood)
- Client & Customer Focus (ability to add value to clients both internal and external)
- Respecting others (listen and take into account different opinions and motivations, the ability to react constructively)
- Working with others (building a network of good relationships both internal and external)
- Developing others (Support and manage the performance of people and to develop them to meet Business Requirements)
- Performance Focus (to be dynamic and accountable in order to ensure delivery of results)
- Change Focus (respond quickly and positively to change in order to maintain effectiveness)
- Leading others (ability to define and communicate goals by inspiring confidence, lead by example by taking action to achieve success
Entry Criteria
You will lead by example and be an ambassador for the account. Individuals need to be performance focused and display a flexible attitude. Excellent coaching skills are essential.
Capita is an equal opportunities employer. Equal consideration will be given to all applicants irrespective of age, sex, sexuality, race, age, religion or disability.
*Educated to GCSE level or (equivalent) *People management skills *Experience in a Customer Service, Sales or Financial environment *Excellent coaching, communication and support skills *PC user knowledge *Desirable NVQ Level 3 or 4 in Customer Service *Product knowledge desirable
Follow Capita on
Follow Capita on
Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.
Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.