Customer Service - Team Manager
- Recruiter
- Experian
- Location
- Nottingham
- Salary
- Competitive
- Posted
- 24 Jun 2017
- Closes
- 29 Jun 2017
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
We have an exciting opportunity for a Team Manager for join our Automotive Operations Department within our UK& I Service function in Nottingham.
As a Team Manager, you will help develop a flexible and dynamic team of customer service executives that aspire to deliver first class service to all Experian Automotive clients. You will do this by continuously coaching and developing them to achieve excellent results. You will be responsible for all team and people management activities as well as embedding change and delivering improvements within your department and the wider team. You will also be required to deputise for department manager in their absence.
Key Responsibilities
Ensure customer related KPI's are delivered in line with expectations by optimising resourceOversee that compliance guidelines and SLA's are adhered to, while managing and reducing compliance breachesEnsure full regulatory and internal policy compliance, completing all audit requirements within agreed deadlinesPro-actively seek to understand and respond to business and client feedback (EG. NPS.), designing and implementing improvements that will enhance their experienceContribute successfully to devising and implementing department strategyAnalyse information to ensure correct prioritisation and business decisions are madeContribute to and support the effective management of change within UK&I Service, leading improvement projects where necessaryIdentify and successfully communicate revenue generating and significant cost saving opportunitiesEffectively contributing to management of budgets within department
Role Requirements
Proven experience as a team manager in an operations environmentThe ability to use MI to focus actions and drive improvements both short and long termProven understanding of the reasons for customer dissatisfaction and drive measurable improvementsThoroughly understands compliance and legislative responsibilitiesThe ability to coaches and develop team members on a regular basisProven stakeholder management skills
Benefits
Here at Experian, we believe that great work deserves great rewards. In return for your ideas, commitment and ambition, we'll give you a very competitive base salary and a range of benefits as soon as you join.
On top of your base salary, we offer:
Performance related bonus schemeA car allowance/scheme25 days' annual leave (plus the ability to purchase 5 additional days)Generous contributory pensionOpportunity to buy shares with the company share-save schemeLife assuranceMedical and Dental coverRetail discount schemes3 Community involvement days per annumWe also work with our colleagues to understand their long term career aspirations to ensure they have the career development and growth they need to achieve these goals. Through personalised career objectives and performance plans, we open up conversations on progression whether this is achieved through mentoring and coaching or classroom learning environments, we offer rewarding ways in which to learn.
About Experian
Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.
We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making. We also help people to check their credit report and credit score, and protect against identity theft. In 2015, we were named by Forbes magazine as one of the 'World's Most Innovative Companies'.
We employ approximately 17,000 people in 37 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and S??o Paulo, Brazil.
Experian plc is listed on the London Stock Exchange (EXPN) and is a constituent of the FTSE 100 index. Total revenue for the year ended 31 March 2016 was US$4.6 billion.
To find out more about our company, please visit or watch our documentary, "Inside Experian."
Salary: . Date posted: 26/05/2017
As a Team Manager, you will help develop a flexible and dynamic team of customer service executives that aspire to deliver first class service to all Experian Automotive clients. You will do this by continuously coaching and developing them to achieve excellent results. You will be responsible for all team and people management activities as well as embedding change and delivering improvements within your department and the wider team. You will also be required to deputise for department manager in their absence.
Key Responsibilities
Ensure customer related KPI's are delivered in line with expectations by optimising resourceOversee that compliance guidelines and SLA's are adhered to, while managing and reducing compliance breachesEnsure full regulatory and internal policy compliance, completing all audit requirements within agreed deadlinesPro-actively seek to understand and respond to business and client feedback (EG. NPS.), designing and implementing improvements that will enhance their experienceContribute successfully to devising and implementing department strategyAnalyse information to ensure correct prioritisation and business decisions are madeContribute to and support the effective management of change within UK&I Service, leading improvement projects where necessaryIdentify and successfully communicate revenue generating and significant cost saving opportunitiesEffectively contributing to management of budgets within department
Role Requirements
Proven experience as a team manager in an operations environmentThe ability to use MI to focus actions and drive improvements both short and long termProven understanding of the reasons for customer dissatisfaction and drive measurable improvementsThoroughly understands compliance and legislative responsibilitiesThe ability to coaches and develop team members on a regular basisProven stakeholder management skills
Benefits
Here at Experian, we believe that great work deserves great rewards. In return for your ideas, commitment and ambition, we'll give you a very competitive base salary and a range of benefits as soon as you join.
On top of your base salary, we offer:
Performance related bonus schemeA car allowance/scheme25 days' annual leave (plus the ability to purchase 5 additional days)Generous contributory pensionOpportunity to buy shares with the company share-save schemeLife assuranceMedical and Dental coverRetail discount schemes3 Community involvement days per annumWe also work with our colleagues to understand their long term career aspirations to ensure they have the career development and growth they need to achieve these goals. Through personalised career objectives and performance plans, we open up conversations on progression whether this is achieved through mentoring and coaching or classroom learning environments, we offer rewarding ways in which to learn.
About Experian
Any unsolicited submissions from agencies will be accepted as a direct application from the candidate and no fees will be payable.
We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making. We also help people to check their credit report and credit score, and protect against identity theft. In 2015, we were named by Forbes magazine as one of the 'World's Most Innovative Companies'.
We employ approximately 17,000 people in 37 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and S??o Paulo, Brazil.
Experian plc is listed on the London Stock Exchange (EXPN) and is a constituent of the FTSE 100 index. Total revenue for the year ended 31 March 2016 was US$4.6 billion.
To find out more about our company, please visit or watch our documentary, "Inside Experian."
Salary: . Date posted: 26/05/2017