On-Call Manager / Customer Services Manager
- Recruiter
- Anonymous
- Location
- Birmingham
- Salary
- 20000.00 - 25000.00 GBP Annual
- Posted
- 14 Aug 2018
- Closes
- 11 Sep 2018
- Sectors
- Human Resources
- Contract Type
- Permanent
- Hours
- Full Time
Our client is a leading temporary recruitment company, focussed on providing temporary staff on a 24*7 basis throughout the UK. Our client are keen to enhance their existing on-call service by building a new team within one of their existing office locations; Birmingham, Liverpool or Leeds.
The On-Call Manager will work with the Operations Manager to recruit, train and focus on retaining a team of around 10 Booking Coordinators, which will initially provide coverage from 17:15 to 22:30 weekdays and from 06:00 to 22:30 on weekends. There is an expectation that service could extend to online bookings on a 24*7 basis, depending on performance.
Our main requirement is for weekend cover, where we anticipate providing coverage with 3 - 5 on-call coordinators. As the role/service is new, the On-Call Manager should;
* Have a track record of successful recruitment and retention of call centre or service roles.
* Previous experience in a telephone based customer service environment.
* Have strong personnel management experience.
* Be willing to work regular out-of-hours shifts.
Key elements include;
* Managing a team of On-Call Consultants to ensure they hit the targets and KPI for the branches they support.
* To assist in the delivery of the recruitment targets for the division.
* To recruit, train and retain a team of on-call consultants to manage both online bookings and telephone bookings.
Principal Accountabilities
* Responsible for the out-of-hours management of bookings / cancellations for our candidates and clients throughout the UK
* Hire, recruit and retain a team of on-call coordinators who will be targeted against bookings, calls and service levels.
* Ensure online shift booking systems are constantly checked and refreshed to maximize our candidate availability and fulfill our client requirements.
* Manage the team to ensure they are contacting candidates to understand availability and appetite for current available roles.
* Liaising with clients to fully understand their needs.
* Managing the candidate database and ensuring all records are accurate and up to date with all activity.
* Maintaining and developing relationships, ensuring all candidates are informed of current and futures opportunities.
* Cooperate in gaining availability for candidates at key times, as required.
Knowledge Skills and Experience
* Good level of general education;
* Good understanding of the recruitment life cycle and best practice recruitment processes;
* Computer Literate with proficiency in Microsoft Word, Excel & PowerPoint;
* Excellent oral and written communication skills, with the ability to communicate with people at all levels both in person and over the telephone;
* Previous experience in providing administrative support within a busy working department;
* Excellent administration and organisational skills with the ability to prioritise workload;
* Ability to build and maintain excellent working relationships with strong customer service skills;
* Excellent team working abilities;
* Excellent organisational skills with the ability to prioritise workload;
* Good and clear telephone manner;
* Confidentiality; and
* Ideally have worked in the healthcare industry
The On-Call Manager will work with the Operations Manager to recruit, train and focus on retaining a team of around 10 Booking Coordinators, which will initially provide coverage from 17:15 to 22:30 weekdays and from 06:00 to 22:30 on weekends. There is an expectation that service could extend to online bookings on a 24*7 basis, depending on performance.
Our main requirement is for weekend cover, where we anticipate providing coverage with 3 - 5 on-call coordinators. As the role/service is new, the On-Call Manager should;
* Have a track record of successful recruitment and retention of call centre or service roles.
* Previous experience in a telephone based customer service environment.
* Have strong personnel management experience.
* Be willing to work regular out-of-hours shifts.
Key elements include;
* Managing a team of On-Call Consultants to ensure they hit the targets and KPI for the branches they support.
* To assist in the delivery of the recruitment targets for the division.
* To recruit, train and retain a team of on-call consultants to manage both online bookings and telephone bookings.
Principal Accountabilities
* Responsible for the out-of-hours management of bookings / cancellations for our candidates and clients throughout the UK
* Hire, recruit and retain a team of on-call coordinators who will be targeted against bookings, calls and service levels.
* Ensure online shift booking systems are constantly checked and refreshed to maximize our candidate availability and fulfill our client requirements.
* Manage the team to ensure they are contacting candidates to understand availability and appetite for current available roles.
* Liaising with clients to fully understand their needs.
* Managing the candidate database and ensuring all records are accurate and up to date with all activity.
* Maintaining and developing relationships, ensuring all candidates are informed of current and futures opportunities.
* Cooperate in gaining availability for candidates at key times, as required.
Knowledge Skills and Experience
* Good level of general education;
* Good understanding of the recruitment life cycle and best practice recruitment processes;
* Computer Literate with proficiency in Microsoft Word, Excel & PowerPoint;
* Excellent oral and written communication skills, with the ability to communicate with people at all levels both in person and over the telephone;
* Previous experience in providing administrative support within a busy working department;
* Excellent administration and organisational skills with the ability to prioritise workload;
* Ability to build and maintain excellent working relationships with strong customer service skills;
* Excellent team working abilities;
* Excellent organisational skills with the ability to prioritise workload;
* Good and clear telephone manner;
* Confidentiality; and
* Ideally have worked in the healthcare industry