Team Leader Branch Support Centre - Chesterfield, United Kingdom - Post Office Ltd

Post Office Ltd
Post Office Ltd
Verified Company
Chesterfield, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Summary:


Salary:
Competitive

Grade: 2A

Contract Type:
Permanent and 6 month Secondment

Location:
Chesterfield

Reporting to:
Team Manager

Division:
Service and Support Optimisation

The Purpose of the Role:

At the Post Office our Support Advisors provide a vital, central customer support service to our Postmasters.

Our Branch Support Centre is responsible for providing first line support to out Postmasters and branches when they raise issues and queries.

As Team Manager you will manage a team of up to 12 Support Advisors with the goal of driving performance, managing SLA's and providing coaching and general support to ensure the smooth running of the team


Principal Accountabilities:


  • Line management responsibility for a team of 12 including performance, absence management, coaching and ensuring the highest levels of service
  • There will be involvement in supporting projects to drive change across Post Office usually as part of a wider working group
  • Responsibility for a number of financial and operational controls and will have financial authority to write off/make payments to an agreed value
  • Set clear team goals, delegate tasks and set deadlines
  • Manage escalations from the team where they are unable to resolve an issue for our Postmasters
  • Regularly review case files within the team to ensure information is being captured accurately
  • Review the SLA's and ensure all team member have objectives and performance plans where required
  • Keep yourself and your team up to date with changes with the Post Office

Qualifications, Experience & Skills:


  • Ideally you will have experience managing a team within a service environment
  • Experience working with SLA's and to targets would be of benefit
  • Be a great communicator bot written and verbally and have good IT literacy
  • Someone who is confident acting as a brand ambassador
  • Have a strong aptitude for customer service

About Post Office:


The Post Office has thrived at the heart of high streets and local communities across the UK for over 370 years.

As one of the country's most trusted brands, we take our commitment to providing essential services to customers across the UK very seriously.

We're the UK's largest retail network, as well as the largest financial services provider in the UK, with over 11,600 branches nationwide - more than all of the UK's banks and building societies put together.


We know that the best way to provide a great service for customers is to evolve our business and adapt to their changing needs.

That's why we have a range of over 170 products and services, from personal financial services like banking, insurance, payments and travel money, to telecoms and, of course, mails.

And we're improving our online and in store experience for customers. We know that our customers never stop changing, so neither will we. We're here, in person, for the people who rely on us.


Our Ways of Working underpin everything we do, they are the "How" of our business strategy. They differentiate our business and aim to inspire great behaviours and align our colleagues around specific actions in order to be the organisation we want to be, and achieve our business goals.

By living the Ways of Working each day, you will help make that vision a reality and enable our cultural transformation


In short
:
Working in partnership, as
one team, we
deliver amazing results

**The Post Office embraces diversity and inclusion in the workplace and actively promote working without discrimination. We are also a Disability Confident Employer and are committed to interviewing disabled people who meet our minimum criteria for the job.
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